Coordinating conveying a reason for a call from a user device

ABSTRACT

In one embodiment, the techniques herein are directed to coordinating conveying a reason for a call from a user device. For instance, an illustrative method herein may comprise: receiving, at an intermediate service device, a message from a user device, the message informative of a second device to participate in a call with a user of the user device and a reason for the call; and conveying, from the intermediate service device, the user device, the user, and the reason for the call to the second device, wherein the second device initiates the call to the user device and is aware of the user and the reason for the call prior to initiating the call.

RELATED APPLICATION

This application claims priority to U.S. Prov. Appl. No. 63/312,593, filed on Feb. 22, 2022, entitled CONVEYING A REASON FOR A CALL, by Michael Joseph Frendo, et al., the contents of which are incorporated herein by reference.

TECHNICAL FIELD

The present disclosure relates generally to phone calls such as calls to contact center interactions and, more particularly, to conveying a reason for a call, and even more particularly, to coordinating conveying a reason for a call from a user device.

BACKGROUND

A contact center is an entity (centralized or distributed, despite the term “center”) used for receiving or transmitting a large volume of enquiries by telephone, video, online audio, or other real-time contact methodology or live support software. Contact centers may either be outbound, inbound, or both, where outbound contact centers are typically operated for outgoing contact (e.g., telemarketing, solicitations, debt collection, market research, fraud alerts, and so on), and inbound contact centers are typically operated for incoming services (e.g., incoming product or service support or information enquiries from consumers). Banks, for example, may have both inbound and outbound operations, both accepting incoming user requests (e.g., balance information or transfers), and conversely for reaching out to customers with outgoing user requests (e.g., fraud alert confirmation, etc.).

Contact center agents may either work in centralized call center or/and in a distributed facilities such as at remote (e.g., home) locations with workstations that include a computer and display for each agent and a telephone set/headset connected to a telecom switch or to an inbound/outbound call management system, where the voice, txt, and data pathways into the center are linked through a set of new technologies called “computer telephony integration”, or multimedia contact centers. These centers can be operated by either an in-house department (of the company) or a third-party agency (outside of the company) known as a “contact center outsourcer”.

Through these contact centers, valuable information can be exchanged between a company and its customers (or other employees of the same company), and customer interactions can be managed generally. One major problem faced today, however, is verification of the user at the other end of the communication. This problem occurs in both directions; namely, a company wants to confirm that they are communicating with the intended customer, and a customer wants to confirm that they are communicating with the intended company. Additionally, customers also want to know that their information is secure, whether from hackers breaking into contact center databases, or from unscrupulous contact center agents who may simply be keeping notes on personal authentication information, including usernames, passwords, security question answers, and so on.

Moreover, as more and more users operate on mobile devices, the increasing sophistication of the users results not only in demands for frictionless user experiences with stringent security to prevent improper use or abuse of their data, but also in a decrease in tolerance for those operations that do not offer such experiences. Multi-factor authentication (MFA), though growing in popularity, is an authentication method in which a device or user is granted access to an application only after successfully presenting two or more pieces of evidence (or factors) to an authentication mechanism: knowledge (something the user and only the user knows), possession (something the user and only the user has), and inherence (something the user and only the user is). However, MFA can often be a frustrating experience, or can be undermined with weak authentication correlation (e.g., sending a text message to a stolen phone to “confirm” that the user is who he or she says they are).

Furthermore, caller ID is simple to fake. Using various known techniques, a hacker can call a bank pretending to be a valid user and can attempt to transfer funds to another account, or alternatively, a hacker can call a client of a bank pretending to be their bank, and can attempt to obtain and compromise personal information from the unsuspecting called party.

Another major problem faced today is that when a user receives a call through conventional systems, this immediately raises numerous questions:

-   -   Is the call coming from the institute whose name is displayed or         from a hacker spoofing this number?     -   If it is actually a call from a valid institute, why are they         calling me?     -   Is the call urgent? Can we talk at a later, more convenient         time?

Given the gravity of these questions, many institutes including banks, etc. experience a very low number of answered outbound calls. Additionally, callers to institutes such as, e.g., banks, may need to enter multiple questions after they are connected to an agent which slows the process of addressing the caller's issues.

SUMMARY

The techniques herein are directed generally to conveying a reason for a call, particularly for a contact center. In particular, according to one or more embodiments described herein, methods and/or apparatus are shown for guaranteeing to the called party that the caller ID is correct, conveying the reason for the incoming call, including the urgency of the call, and providing the user with an easy mechanism for rescheduling the call for a different time.

Specifically, in one embodiment, the techniques herein are directed to conveying a reason for a call to a user device. For instance, an illustrative method herein may comprise: identifying, by an initiating device of an organization, a user and a reason for a call to a recipient device of the user, the user device having an inbound phone number; informing, by the initiating device, an intermediate service about the call to the recipient device and the reason for the call, wherein the intermediate service coordinates with an application on the recipient device to inform the recipient device of the call, an outbound phone number of the call, a name of the organization, and the reason for the call; and calling, from the initiating device and using the outbound phone number, the recipient device at the inbound phone number, wherein the application on the recipient device has configured a caller identification process on the recipient device to display, in response to receiving the call from the outbound phone number, the name of the organization and the reason for the call.

In another embodiment, the techniques herein are directed to coordinating conveying a reason for a call to a user device. For instance, an illustrative method herein may comprise: receiving, at an intermediate service device, information about a call to be made from an initiating device to a recipient device of a user, the information including a reason for the call; coordinating, by the intermediate service device, with an application on the recipient device to inform the recipient device of the call, an outbound phone number of the call, a name of an organization of the initiating device, and the reason for the call, wherein the application on the recipient device configures a caller identification process on the recipient device to display, in response to receiving a subsequent call from the outbound phone number, the name of the organization and the reason for the call; and confirming, by the intermediate service device with the initiating device, that the recipient device has been informed of the call, wherein, in response to the initiating device calling the recipient device using the outbound phone number, the caller identification process on the recipient device displays the name of the organization and the reason for the call.

In another embodiment, the techniques herein are directed to receiving a reason for a call at a user device. For instance, an illustrative method herein may comprise: receiving, at an application on a recipient device of a user, information about a call to be made from an initiating device, the information having an outbound phone number of the call, a name of an organization of the initiating device, and a reason for the call; and configuring, by the application, a caller identification process on the recipient device to display, in response to receiving a subsequent call from the outbound phone number, the name of the organization and the reason for the call; wherein, in response to the initiating device calling the recipient device using the outbound phone number, the caller identification process on the recipient device displays the name of the organization and the reason for the call.

In another embodiment, the techniques herein are directed to conveying a reason for a call from a user device. For instance, an illustrative method herein may comprise: determining, by a user device, a second device to participate in a call with a user of the user device and a reason for the call; transmitting, from the user device, a message to an intermediate service to inform the intermediate service about the second device, the user, and the reason for the call, wherein the intermediate service conveys the user and the reason for the call to the second device; and receiving, at the user device, the call initiated by the second device, wherein the second device is aware of the user and the reason for the call prior to initiating the call.

In another embodiment, the techniques herein are directed to coordinating conveying a reason for a call from a user device. For instance, an illustrative method herein may comprise: receiving, at an intermediate service device, a message from a user device, the message informative of a second device to participate in a call with a user of the user device and a reason for the call; and conveying, from the intermediate service device, the user device, the user, and the reason for the call to the second device, wherein the second device initiates the call to the user device and is aware of the user and the reason for the call prior to initiating the call.

In another embodiment, the techniques herein are directed to receiving a reason for a call from a user device. For instance, an illustrative method herein may comprise: receiving, by a particular device, an indication from an intermediate service that a user device requested that the particular device participate in a call with a user of the user device, the indication also including a reason for the call; determining, by the particular device, when the particular device is able to initiate the call; and initiating, by the particular device and in response to being able to initiate the call, the call to the user device, wherein the particular device is aware of the user and the reason for the call prior to initiating the call.

While various embodiments have been discussed in the summary above, it should be appreciated that not necessarily all embodiments include the same features and some of the features described above are not necessary for all embodiments. Numerous additional features, embodiments, and benefits of various embodiments are discussed in the detailed description which follows.

BRIEF DESCRIPTION OF THE DRAWINGS

The embodiments herein may be better understood by referring to the following description in conjunction with the accompanying drawings in which like reference numerals indicate identically or functionally similar elements, of which:

FIG. 1 illustrates an example simplified computer network;

FIG. 2 illustrates an example of a computing device;

FIG. 3 illustrates an example of verified communication between two endpoints according to one or more embodiments herein;

FIG. 4 illustrates an example of a “zero-knowledge enablement network” framework according to one or more embodiments herein;

FIG. 5 illustrates an example basic architecture and example flow for user onboarding according to one or more embodiments herein;

FIG. 6 illustrates an example of verifying a user connecting to a contact center, whether inbound or outbound, according to one or more embodiments herein;

FIG. 7 illustrates an example architecture for user verification, particularly an inbound scenario where an access and verification services (AVS) user (a user with an AVS app) calls from the AVS app itself according to one or more embodiments herein;

FIG. 8 illustrates an example flowchart detailing a procedure from the point of view of an access control gateway (ACG) in FIG. 7 above according to one or more embodiments herein;

FIG. 9 illustrates an example architecture for user verification, now where an AVS user, with the AVS app, calls the contact center directly from a mobile phone according to one or more embodiments herein;

FIG. 10 illustrates an example flowchart detailing a procedure for FIG. 9 above according to one or more embodiments herein;

FIG. 11 illustrates an example architectural flow for a non-verified user according to one or more embodiments herein;

FIG. 12 illustrates an example flowchart detailing a procedure for FIG. 11 above according to one or more embodiments herein;

FIG. 13 illustrates an example architecture view of the contact center making an outbound call to a user's phone number (or other contacting identification, such as for VoIP, video calls, etc.) according to one or more embodiments herein;

FIG. 14 illustrates an example flowchart detailing the outbound procedure described above in FIG. 13 according to one or more embodiments herein;

FIGS. 15A-15I illustrate an example walkthrough discussion of providing access control and user verification for a contact center according to one or more embodiments herein;

FIGS. 16A-16D illustrate an example for pushing an outbound request for communication (i.e., the contact center pushes a notification to the user) according to one or more embodiments herein;

FIGS. 17A-17B illustrate an example where the user ignores an initial notification according to one or more embodiments herein;

FIGS. 18A-18D illustrate an example of an outbound call being requested from the user according to one or more embodiments herein;

FIG. 19 illustrates an example for when a user calls the enterprise's phone number directly according to one or more embodiments herein;

FIGS. 20A-20B illustrate an example where a user has opened their AVS app, but has not yet logged in (i.e., an inbound call pre-login) according to one or more embodiments herein;

FIGS. 21A-21B illustrate an example where the user has opened their app and has logged in (i.e., an inbound call post login) according to one or more embodiments herein;

FIG. 22 illustrates an example “zero knowledge” request and verification according to one or more embodiments herein;

FIG. 23 illustrates an example of verification token passing according to one or more embodiments herein;

FIG. 24 illustrates an example simplified procedure for providing access control and identity verification for communications between an initiating device and a recipient device in accordance with one or more embodiments described herein;

FIG. 25 illustrates an example architecture for conveying a reason for an outbound call in accordance with one or more embodiments described herein;

FIG. 26 illustrates an example architecture for conveying a reason for an inbound call in accordance with one or more embodiments described herein;

FIG. 27 illustrates an example simplified procedure for conveying a reason for a call to a user device in accordance with one or more embodiments described herein;

FIG. 28 illustrates an example simplified procedure for coordinating conveying a reason for a call to a user device in accordance with one or more embodiments described herein;

FIG. 29 illustrates an example simplified procedure for receiving a reason for a call at a user device in accordance with one or more embodiments described herein;

FIG. 30 illustrates an example simplified procedure for conveying a reason for a call from a user device in accordance with one or more embodiments described herein;

FIG. 31 illustrates an example simplified procedure for coordinating conveying a reason for a call from a user device in accordance with one or more embodiments described herein; and

FIG. 32 illustrates an example simplified procedure for receiving a reason for a call from a user device in accordance with one or more embodiments described herein.

DESCRIPTION OF EXAMPLE EMBODIMENTS

A computer network is a distributed collection of nodes (e.g., transmitters, receivers, transceivers, etc.) interconnected by communication links and segments for transporting signals or data between the nodes, such as personal computers, workstations, mobile devices, servers, routers, or other devices. Many types of computer networks are available, including, but not limited to, local area networks (LANs), wide area networks (WANs), cellular networks, broadband networks, infrastructure or backhaul networks, public switched telephone networks (PSTNs), and many others.

FIG. 1 illustrates an example, and simplified, computer network 100. As shown, computer network 100 may contain various devices communicating over links 110 and an internetwork 115, such as end devices 120, servers 130, databases 140 (which may be part of servers 130 or in communication with and under the control of servers 130), and other devices as will be appreciated by those skilled in the art. Data transmissions 150 (e.g., packets, frames, messages, transmission signals, etc.) may be exchanged among the nodes/devices of the computer network 100 using predefined communication protocols where appropriate over links 110. In this context, a protocol consists of a set of rules defining how the nodes interact and exchange information with each other.

Notably, the computer network 100 may comprise various individual networks intercommunicating with each other, such as LANs, WANs, cellular/LTE networks, PSTN, and so on, and may include any number of wired or wireless links between the devices, accordingly. Note also that while links 110 are shown generically interconnecting with the internetwork 115, any number of intermediate devices (e.g., routers, switches, firewalls, etc.) may actually make up the composition of the network 100 and internetwork 115, and the view shown herein is merely a simplified illustration.

End devices 120 may comprise different types of devices, such as, e.g., personal computers, desktop computers, laptop computers, mobile devices, tablets, smartphones, wearable electronic devices (e.g., smart watches), smart televisions, set-top devices for televisions, workstations, smart vehicles, terminals, kiosks, automated teller machines (ATMs), applications running on such devices, and so on, often interfacing with human users, though not necessarily. For instance, end devices 120 may also comprise drones, automated vehicles, artificial intelligence “beings” or robots, internet of things (IoT) devices, and so on.

Servers 130 and/or databases 140 may comprise singular servers and/or databases, server and/or database farms, cloud-based server and/or database services, network attached storage (SAN), and any other type or configuration of computing devices that provides computing and/or storage services as will be appreciated by those skilled in the art. Servers 130 and/or databases 140 may be centralized (i.e., processing and/or storage occurring on a single device or within a single location of devices) or distributed/decentralized (i.e., processing and/or storage occurring across multiple devices or across a plurality of locations). Notably, for example, servers 130 and/or databases 140 may be deployed on the premises of an enterprise or may be cloud-based.

FIG. 2 is a simplified schematic block diagram of an example computing device 200 that may be used with one or more embodiments described herein (e.g., end device 120, sever 130, database 140, etc.). Illustratively, device 200 may generally include one or more communication interfaces 210, one or more processors 220, and a memory 240 interconnected by a system bus 250 or other dedicated circuitry, and is powered by a power supply system 260. Additionally, the device 200, where required, may comprise one or more user interfaces 230 configured to solicit and receive user input (input/output or “I/O” components, such as displays, keyboards, touchscreens, biometrics, and so on).

The communication interfaces 210 include the mechanical, electrical, and signaling circuitry for communicating data over wired and/or wireless links of a communication network.

The memory 240 includes a plurality of storage locations that are addressable by the processor(s) 220 for storing software programs and data structures associated with the embodiments described herein. The processor(s) 220 may comprise necessary elements or logic adapted to execute the software programs and manipulate the data structures 245. An operating system 242, portions of which are typically resident in memory 240 and executed by the processor(s) 220, functionally organizes the device by, among other things, invoking operations in support of software processors and/or services executing on the device. Illustratively, these software processes and/or services may include one or more functional processes 246 (e.g., specific to functionality of the device), and an example “access and verification” process 248 that is configured to perform the operations described herein.

It will be apparent to those skilled in the art that other processor and memory types, including various computer-readable media, may be used to store and execute program instructions pertaining to the techniques described herein. Also, while the description illustrates various processes, it is expressly contemplated that various processes may be embodied as modules configured to operate in accordance with the techniques herein (e.g., according to the functionality of a similar process). Further, while processes may be shown and/or described separately, those skilled in the art will appreciate that processes may be routines or modules within other processes.

Access Control and Identity Verification

As noted above, one major problem faced today is verification of users at the other end of a communication, in both directions. That is, a company often wants to confirm that they are communicating with an intended customer, while a customer often wants to confirm that they are communicating with the intended company. The same could be true for any two users or end-points at either end of a communication.

For example, imagine that a bank initiates an outbound call to a user in order to verify suspicious activity on the user's account. When the person answers the phone, the bank may wish to verify that the person answering is actually the user/owner of the account. Since simply asking the question if they are the owner of the account is clearly insufficient to verify identity, the bank can either ask security questions or may send a multi-factor authentication (MFA) request for the user's account. In the former case, people close to the account owner, such as family or friends who may have answered the phone, may know many of the answers, such as first car, mother's maiden name, street the user grew up on, etc. Also, if the MFA verification uses the phone, such as a text message, email, etc., then all MFA accomplishes is confirming that the answerer has the user's phone, and not necessarily that they are, in fact, the user.

As another example, assume that the user is actually answering the call from the bank. How, now, can the user confirm that it is actually the bank (or government, or doctor, or school, and so on) that is calling? Today, most users rely on the company first providing some information that at least indicates that they know something about the user, but many users still fall victim to phishing attempts where the caller has somehow obtained portions of identifying information (e.g., user's name, phone number, address, last four digits of a social security number, etc.), or the users may simply answer verification questions (passwords, pins, security questions, account numbers, etc.) without even questioning whether they are answering the actual company or someone else looking for fooled users to supply the information.

For example, one potential attack on obtaining source data from one or even a plethora of source devices is a phishing or spear-phishing attempt. Generally, phishing is the fraudulent practice of purporting to be from a reputable company in order to induce individuals to reveal personal information, such as passwords and credit card numbers, while spear-phishing is the research-based practice of pretending to be a known or trusted sender in order to induce specifically targeted individuals to reveal confidential information or transfer funds. Through such a practice, it is possible that a source device (or the user at the source device) could be fooled into authorizing the sharing of sensitive source data with an otherwise unauthorized recipient device.

Through the increased proliferation of digital identities, not only are more than 1-in-10 new account creations fraudulent, but the other 9-in-10 are subject to 100% growth year-over-year in attacks to access sensitive information in a user's account, whether through account takeover or through breaking into and accessing a less-than-secure database.

Information privacy and security are thus particularly important to consumers and computer technology. With the proliferation of hacking incidents against user information, attack vulnerability has been addressed in many ways to prevent or at least detect unsanctioned access to data and user information. Still, to this day, such efforts have been unable to keep up with the dedication of ill-willed individuals to overcome the many layers of security, the authorized access management, and the overall ever-changing data security landscape set forth by the administrators tasked with protecting the stored and communicated data. As mentioned further above, customers want to know that their information is secure, whether from hackers breaking into contact center databases, or from unscrupulous contact center agents, whether at a legitimate contact center or pretending to be part of a legitimate company, who may be stealing personal authentication information, including usernames, passwords, security question answers, and so on.

Further breakdowns of trust and verification can be problematic as well for communications generally, such as where a person may pretend to be calling from a bank or other enterprise when calling a user. For example, by convincing the called party that the caller is the bank, the called party may be tricked into disclosing private information to an unverified caller who is merely claiming to be (and is not) the actual bank/enterprise. Even more so, there is sadly a risk that an unscrupulous contact center agent may use (or sell to another immoral person on a black market, e.g., the “dark net”) the personal information of a client, such as by merely copying or remember the private information (e.g., passwords, pins, mother's maiden name, etc.). These crooks could then use the stolen information in a fraudulent call to the bank/enterprise and convincingly pretend to be the lawful entity.

Accordingly, to address the needs of today's sophisticated users and companies, and to prevent infiltration by today's sophisticated hackers, the techniques herein are directed to frictionless user experience and stringent security to prevent improper use or abuse of private information, and also provide intelligent end-user verification without sacrificing the security of the private information. That is, the techniques herein provide access control, assurance that a user is called by a valid enterprise rather by a hacker spoofing the ID of the enterprise, as well as user verification for communications, such as for contact centers. In general, the techniques herein address the verification of the identity of any entity at either end of a communication (i.e., an identity associated with either the initiating device or a receiving device), where the entity may be a person (i.e., user of a device), the device itself, or an enterprise (e.g., a company, bank, government facility, etc.) and any of its authorized agents.

With reference to FIG. 3 , verified communication 300 includes communications 310 (voice calls, text, video calls, etc.) between two endpoints (over a “communication channel”), illustratively mobile devices 315 and an enterprise, e.g., a contact center 320 (e.g., through an automatic or automated call distributor, “ACD” 325). Through services offered by the techniques herein, referred to generally as “access and verification services” (AVS) (as well as the corresponding AVS application/clients/servers that are configured to participate in such services, as described herein, such as AVS server 335 as shown in FIG. 3 ), a digital identity verification service may utilize “out of band” data network signaling 330 (over a “verification channel”) to ensure the communicating parties (caller and receiver) are who they say they are. Note that as used herein, the “out of band” verification channel implies that the verification occurs outside of the communication channel. In other words, where the “communication channel” is whichever transmission medium is providing the communication between the two end devices (e.g., over PSTN, the Internet, etc.), the “verification channel” is a separate data communication channel (e.g., still possibly over the Internet or other secure transmission network) that provides the verification of identities as described herein (e.g., communications between the end devices and the corresponding AVS application/clients/servers that are configured to facilitate identity verification). Note that in certain example embodiments, the verification channel and communication channel may traverse through the same paths (e.g., both over the internet, but still separate in that the verification does not occur vocally over the voice call or other communication medium, such that the verifier need not hear/see any authentication factors of the entity to be verified). In accordance with yet another example implementation the verification process takes place over an in-band communication channel.

The strong authentication process offered by the verified digital identity techniques herein:

-   -   is frictionless (e.g., knowledge-based authentication (KBA) is         eliminated);     -   has proof of mobile device ownership;     -   has proof of ownership of credential:         -   (e.g., biometric multi-factor, such as fingerprint,             4-Finger, palm, eye, face, etc.);         -   (e.g., behavioral and continuous verification (e.g.,             location, motion, app usage, etc.);     -   has authentications that include and in some example embodiments         enforce a “risk factor rating”;     -   verifies the identity of both an end-user and the calling         institute (e.g., a bank);     -   does not require participation by contact center agents in the         authentication process, and as such they a) do not see or hear         any credentials of the caller (e.g., only knowing that the         caller has been verified and authenticated by the application),         and b) do not spend time being involved in authentication, thus         enhancing the overall productivity of the contact center; and     -   does not require a contact center agent to disclose any         information to a called party (an outbound call), but rather the         called party may only receive a verification notification that         the caller (e.g., the bank/enterprise) is who the calling party         claims to be.

Additionally, according to the techniques described herein, for each secure contact center call setup, the system:

-   -   provides company-verified or AVS-verified identity;     -   eliminates dependence on Caller ID and voice analysis;     -   eliminates interactive voice response (IVR) pin reset attacks;     -   eliminates call setup impersonation;     -   eliminates insider attacks—(personally identifying information         (PII) data minimized);     -   reduces customer friction with highly personalized call         treatment and without requiring re-verification; and     -   increases efficiency of a call center by automating the process         of end user verification and eliminating the need of contact         center agents to participate in the authentication process.     -   increases efficiency of a call center by facilitating means for         the calling party (either the institute or the customer) to         convey the reason for the call and or the urgency of the         contact. This improves the service the user gets from the         institute by handling contacts with the right priority and         ensuring that called party is better informed to handle incoming         calls.

In accordance with a specific implementation, rather than using the new communication channel to convey a reason for the call, the calling party may utilize the secured communication channel to convey a command or an instruction to the called party.

With regard to PII, identity information, such as the Know Your Customer (KYC) data, is also critical for systems that operate, in at least some capacity, based on the provable identity of a user. In particular, source devices can be spoofed (i.e., the source device identifies itself as legitimate, when it is in fact only pretending to be the identified source device), or users themselves can provide false identification (e.g., for money laundering, spear-phishing, or other criminal or generally malicious intent). For example, while online gaming is one area where proving a gamer's real-life identity is likely not critical to the operation of the game, banking, on the other hand, is governmentally regulated to require customer identification to be associated with bank accounts. That is, though banks themselves may not need to know more than an account number in order to perform a transaction, name matching against lists of known parties (such as a “politically exposed person” or PEP), determination of the customer's risk in terms of propensity to commit money laundering, terrorist finance, or identity theft, and a plethora of other reasons have created the requirement by many governments that financial institutions need to verify the identity of individuals wishing to conduct financial transactions with them (e.g., Bank Secrecy Act/Anti-money laundering compliance programs). Specifically, strict background checks may be necessary and information must be shared from many different financial institutions in order to help combat money laundering due to often complex ownership and company structures. In addition to banks, too, customers of various businesses, such as retail merchants, are often required to present an identification to complete a transaction or to sign up for a service. For instance, a merchant may require customer identification for various types of purchases (e.g., alcohol, lottery, or tobacco purchases) or when certain types of payments (e.g., checks, credit cards) are presented to pay for transactions. Other reasons for identity verification include “sock puppetry”, underage signups, spamming, and illegal activities like harassment, scams, and money laundering through social media sites.

FIG. 4 illustrates an example of a “zero-knowledge enablement network” framework 400 that may be used for the Identity Network Services system described herein (e.g., AVS). Notably, the left “leg” 410 of the framework is technology that eliminates liability resulting from storing customer PII. Such a “zero-knowledge” data management network, for example one as described in commonly owned, co-pending, U.S. patent application Ser. No. 16/703,846, filed on Dec. 4, 2019, entitled STORING INFORMATION WITHIN A ZERO-KNOWLEDGE DATA MANAGEMENT NETWORK, by Shockley, et al., now published as US-2020-0228506-A1 on Jul. 16, 2020, the contents of which being incorporated herein by reference in its entirety, allows users to share verifiable proof of data and/or a limitless list of details about themselves (identify information), and businesses are able to request, consume, and act on the data, providing a hyper-personalized experience—all without a data storage server or those businesses ever seeing or having access to the raw sensitive information. That is, the embodiments herein may utilize a decentralized network for trust, identity, privacy, and personalization that reinvents secure data storage and digital identities, where server-stored data is viewable only by intended recipients (which may even be selected after storage of the data). Perhaps more importantly, the techniques herein allow for devices without access to the data to trust the contents of the data (e.g., without even being able to decrypt and access/read the data), guaranteeing that a user's identity is what he/she claims it to be. That is, the zero-knowledge data management system herein can strategically employ the use of an attestation service (e.g., an identity verification service) or other identity verification service (e.g., biometrics such as facial recognition, iris recognition, fingerprinting, voice recognition, etc.), with controlled and limited access to the data (i.e., if desired, no access to the data itself, but instead only access to the fact that the data (to which one does not have access) is verified to be correct).

The “right leg” 420 of the framework in FIG. 4 addresses verification for each user at either end of a communication, such as users connecting to an enterprise e.g., via a contact center or other user-based application. For instance, using an attestation service or other identify verification service through a common architecture (or through a secure interface), the techniques herein may establish a frictionless user experience for users that is above and beyond typical multi-factor authentication, in terms of security (ensuring identity), privacy (protecting identity), and frictionless user experience (ease of functionality).

According to the techniques herein, users are able to share verifiable proof of data, and a limitless list of details about themselves. Enterprises, on the other hand, are able to request, consume, and act on the data, and can provide a personalized experience without compromising privacy or security. Also, enterprises are able to prove that they are the enterprise they claim to be, without disclosing any confidential information to the called (or calling) party. In addition, the methods herein (described further below) provide a mechanism for conveying a reason for a call, or for establishing a contact, such as a caller conveying to a called party the reason for the call and the urgency associated with the call (or otherwise contact request). In accordance with another specific implementation, the secured communication channel is used for conveying instructions or otherwise commands to the called party. Notably, according to the techniques herein, this is all accomplished without:

-   -   a data storage server having access to the raw sensitive         information;     -   those businesses ever seeing or having access to the raw         sensitive information;     -   sacrificing how the businesses interact, and transact with the         customers; and     -   sacrificing compliance with all business legal obligations.

The techniques herein thus enable enterprises to verify users of mobile and VoIP devices to their contact centers without storing sensitive information on a central server or exposing sensitive information to contact center agents. In this manner, the techniques herein:

-   -   reduce fraud and defend against account take over;     -   reduce average call handling time;     -   reduce authentication expense;     -   improve customer experience;     -   protect users from fraud resulting from identity theft such as         account take over;     -   protect users from agent and contact center access to sensitive         user information; and     -   assure that the calling party is what it claims to be (by caller         ID and/or timing), without the need for the calling or called         party to divulge sensitive information of the called user or the         caller (notably increasing the rate of successful call         completion for outbound calls, since one of the issues         enterprises, e.g., banks, face is that when they call clients,         the clients assume that it is a fraud and they do not answer,         resulting in a low rate of successful calls).     -   provide a mechanism for the called party to convey to the called         party the reason for the call.     -   provide a mechanism for the called party to convey to the called         party the urgency of the call.     -   allow the called party to issue instructions and or commands to         the called party; commands that in some specific implementations         may be executed automatically by the called party.

The techniques herein are specifically tailored to avoid sacrificing how companies market, interact, and transact with their customers, or how they generate reports for third-parties (e.g., government regulatory agencies). For instance, as described below, each user connecting the enterprise or the contact center may be categorized as “validated” or “not validated” (or “verified” versus “unverified”). For those that are not validated, each company, based on their fraud tolerance thresholds, will have their own policy/practice for how to handle those unvalidated users. In other words, as described below, the techniques herein reduce fraud by providing identity assurance, and reduce authentication expense by automatically sorting calls from verified/non-verified connecting users without burdening the validated connecting users. This can translate into a significant savings for the authentication process. Similarly, by enabling the calling party to convey the reason for the call and its urgency, the called party may be better equipped to respond properly to the incoming contact request.

FIG. 5 illustrates an example basic architecture 500 and example flow for user onboarding. For instance, the illustrative primary components of the architecture are the “AVS server” 510 (implementing or at least coordinating/facilitating the techniques herein), a mobile device 520 operating an “AVS client” or application/app 525, and an enterprise 530 (e.g., bank), which may be embodied as a local, remote, or distributed contact center. Additionally, an attestation agency 540 may be used to attest to (verify) the identity of the user 505. In certain embodiments, a compliance service 550 (e.g., the government) may also be connected to the AVS server and the enterprise in order to request and receive reports about the users, as will be understood by those skilled in the art. Note that for certain embodiments herein, the communications between the devices in FIG. 5 may be securely managed (transmitted and stored) in accordance with a zero-knowledge data management network as mentioned above. That is, the architecture 500 of FIG. 5 may be used in conjunction with the zero-knowledge data management technique described in FIG. 4 above, serving as a foundation for a infrastructure of both the zero-knowledge data management system and the access control and identity verification system described herein.

According to one specific embodiment of user onboarding and authentication, a third-party (e.g., the AVS server) can obtain attestation from an attestation service by: storing PII information on a third-party server, wherein the third-party server and an attestation service cannot read the stored information; storing, on the third-party server, a re-encryption key that converts the stored information to a format readable to only the attestation service; requesting, by the third-party server from the attestation service, attestation of whether the stored information is correct, wherein requesting comprises applying the re-encryption key to the stored information and sending the stored information, in the format readable to only the attestation service, to the attestation service; receiving, by the third-party server from the attestation service, an indication as to whether the stored information, which cannot be read by the third-party server, is attested as correct by the attestation service; and providing, from the third-party server, the indication as to whether the stored information is attested as correct by the attestation service to an interested device (e.g., the enterprise/bank), without the third-party server knowing the information.

Specifically, this type of “zero-knowledge attestation” according to one or more specific embodiments herein, begins with attestation agency/server being configured as a verification service that comprises one or both of automated attestation or manually assisted attestation techniques, as generally understood by those skilled in the art. For example, a typical identity verification service, in particular, ensures that users or customers provide information that is associated with the identity of a real person, such as by verifying the authenticity of physical identity documents such as a driver's license or passport (“documentary verification”), and/or by verify identity information against authoritative sources such as a credit bureau or government data (“non-documentary verification”). Manually-assisted techniques, which may be performed also through artificial intelligence, may include identity verification through webcams (e.g., holding up a driver's license next to a user's face to confirm the visual comparison and the data on the license). Identity “scoring” (e.g., likelihood that a user is who they say they are) may also be used and shared as a result, e.g., rather than (or in addition to) a simple yes/no or verified/not result. To attest to data integrity, on the other hand, various methods of trusted computing and remote attestation may be used, allowing a program at the source device to authenticate itself (e.g., the software/version running at the source device) or the data (e.g., computed hashes, configuration data, revision tracking, and other data/meta-data-based information). Completeness of the records/data may also be attested to, such as confirmations that all requested data fields have been filled in with legitimate answers, even if the accuracy of the answers themselves are not specifically attested to in certain configurations. Note that many different techniques may be used for identity and data integrity attestation, and that the specific techniques shown herein are merely examples for a better understanding of the role and responsibilities of attestation server/agency.

With reference still to FIG. 5 , a communication exchange between the devices of the attestation service environment is based on an attestation request from the AVS server. Generally, any device within the system in FIG. 5 can initiate the attestation request, such as the AVS/storage server, the mobile device, or the enterprise/bank as a verifying recipient device which may receive a signed certificate, a confirmation message, etc., without ever seeing the actual information/PII used for attestation.

As an example, a user 505 may enter his/her identity information (e.g., KYC information) as “source data” (PII data) 581 at the source device 520 (e.g., through the AVS app/client 525, which may be downloaded/obtained (582, as shown) from the enterprise 530 (e.g., branded), or from the AVS Server 510 (e.g., general)). The source device may then open an account (e.g., a bank account) through request 583, and since the source data is intended to be kept in secret, the source device or the controller device (enterprise 530) may inform the storage server 510 that a new user is trying to open an account (report 584), and that an attestation to the identity of the user is needed (i.e., the source/PII data), thus “report 584” is also an “attestation request 584”. Notably, collection of the source data may be generalized (e.g., the source device collects the data to share generally with other devices as requested), or else the collection may be specifically directed by other devices, such as the attestation server, the controller device, or any other verifying recipient device. That is, the source device may receive instructions from any of these devices to collect the source data, either generally or in response specifically to an attestation request.

The attestation server 540 shares its public key (A PubK) 585, either to the source device 520 directly or else to the storage server 510 who can then share it with the source device. Alternatively, the attestation server public key may be shared with the source device by any other method, including by being publicly known. Note that the source device may already have the attestation server's public key prior to the attestation request, or else may receive it in response to the attestation request (e.g., the storage server connects with the attestation server and obtains the attestation server's public encryption key, to then share it with the source device).

At this point, in this specific embodiment, the storage server 510 may either already have the source-encrypted source data (PII encrypted by the user's public key, U PubK) 586, or else the source device may encrypt the source data and provide the storage server with the source-encrypted source data 586. Here, the source device 520, in response to the attestation request (and in certain embodiments, thus receiving the attestation public key) establishes an attestation-server-based rekeying key 587 through an encrypting combination of the source decryption key (e.g., a private key, U PriK) of the source device and the attestation server public key (A PubK). Accordingly, by sending the attestation-server-based rekeying key 587 to the storage server 510, and in response to the attestation request 584 received at the storage server (i.e., a request to share the source/PII data with the attestation server), the AVS/storage server re-encrypts (e.g., is caused to re-encrypt) the source-encrypted source data 586 with the attestation-server-based rekeying key 587, where the re-encrypting results in the source/PII data being encrypted with the attestation server public key (attestation-server-based encrypted source data 589). Note still that the AVS/storage server is unable to decrypt the source data encrypted with the attestation server public key (i.e., attestation-server-based encrypted source data 589).

The AVS/storage server 510 may then send the attestation-server-based encrypted source data 589 to the attestation server 540 in response to the attestation request. Notably, the specific attestation request for source data may be associated with a trackable identifier (ID) in order to coordinate the attestation to the source data (e.g., a hash function of the data). That is, the ID pairs the request (and also a signed certificate, described below) with the source data (and thus source-encrypted source data).

Once the attestation server 540 receives the source data encrypted with the attestation server public key (attestation-server-based encrypted source data 589) from the storage server 510, then the attestation server applies its own private key to obtain and process the user's identity information from the previously encrypted source data (i.e., decrypting the attestation-server-based encrypted source data using an attestation server private key of the attestation server).

The attestation server may now view, verify, and attest to the decrypted source data (e.g., to the personally identifying information (PII), or else to the data integrity in other examples mentioned herein), using various attestation techniques. For example, PII may be attested to based solely on the source data (e.g., documentary verification) or else on greater information (e.g., non-documentary verification). For example, a communication may be established between the source device and the attestation server, where the attestation server is configured to attest to the PII based on the source data and user interaction via the established communication (e.g., webcam verification, real-time question answering, etc.). Any suitable attestation technique may be used herein, and those mentioned above are merely example embodiments for illustration.

Assuming the data is verified by the attestation server 540 (e.g., manually, autonomously, and/or autonomously with manual assistance), then the attestation server creates a signed certificate (KYC Y/N Verified) 590 signifying (acknowledging) the attestation to the source data (or non-attestation). The attestation contents of the certificate may be anything from a simple “verified” indication, an attestation score, a report of what is being attested to (e.g., “this certifies that user ID #12345 has acceptably provided their identity on this date”), and so on. In particular, according to the techniques herein, the attestation server creates a signed certificate (based on attesting to the source data) that would allow a verifying recipient device to confirm that the source data has been attested to by the attestation server based only on the signed certificate (i.e., without accessing/decrypting the source-encrypted source data). In one embodiment, the verification may be associated with a particular identification number tying it to the original request (e.g., an “AVS #& Verified” message 591), either by the attestation server 590 or appended by the AVS server 510.

In one embodiment, similar to digital signature techniques, the attestation server 540 signs its verification message (signing the signed certificate) 590 by encrypting the verification message (attestation contents) by its own private key (attestation server private key). This message can then be decrypted by any verifying recipient device (e.g., the enterprise 530) with knowledge of public key of the attestation server (which is known to everyone as it is public). Said differently, the verifying recipient device is caused to confirm that the source data has been attested to by the attestation server based on applying the attestation server public key to the signed certificate. Since the public key of the attestation server decrypts the message, it is proof that only the attestation server (the only entity that knows the attestation server's private key) could have written and signed this verification message.

Notably, as shown in FIG. 5 , similar zero-knowledge storage and reporting of the PII information may also be performed by the AVS server for sharing reports with the compliance device 550, e.g., sharing KYC PII information with the government for flagged financial transactions. For instance, the compliance device 550 may send a report request 592 to an enterprise 530 (e.g., a compliance report) in response to any number of triggers. Since the mobile device 520 also has obtained the compliance device's public key (Gov PubK) 593, it can then also create a compliance-device-based rekeying key 594 through an encrypting combination of the source decryption key (e.g., private key, U PriK) of the source device and the compliance device public key (Gov PubK). Accordingly, by sending the compliance-device-based rekeying key 594 to the storage server 510, and in response to the report request 592, the storage server re-encrypts (e.g., is caused to re-encrypt) the source-encrypted source data 586 (and optionally other report-related data) with the compliance-device-based rekeying key 594, where the re-encrypting results in the source/PII data being encrypted with the compliance device public key (compliance-device-based encrypted source data 595). Note still that the storage server is unable to decrypt the source data encrypted with the compliance device public key (i.e., compliance-device-based encrypted source data 595). The storage server 510 may then send the compliance-device-based encrypted source data 595 to the compliance device 550, which can then apply its own private key to obtain and process the user's identity information (and optionally other report data) from the previously encrypted source data (i.e., decrypting the compliance-device-based encrypted source data using a compliance device private key of the compliance device).

As mentioned above, and with reference now to environment 600 of FIG. 6 , in addition to original onboarding attestation of a particular user, there are challenges presented when verifying a user 605 (e.g., a user 605 a via the mobile device 520 with an AVS client app 525 or a user 605 b without the app 525) via web/SMS 660 or PSTN 665 connecting to a contact center 635 (a human and/or IVR), whether inbound or outbound. In particular, the challenge addressed by the techniques herein, and as described in greater detail below, is to determine whether the connecting user is a verified bank-authenticated (enterprise-authenticated) user or a generic non-verified user. Also, the techniques herein address whether an unverified connecting user attempts to appear as a verified connecting user, and how to mark it as an “attack”. Furthermore, the techniques herein may detect the level of threat/attack, e.g., via a spoofed call ID, and may change the required level of MFA/authentication based on that level of threat (i.e., for the appropriate level of identify assurance). Additionally, the architecture 600 illustrated in FIG. 6 assures that the called party, in an outbound scenario, is actually being contacted by the enterprise indicated by the caller ID and not by a hacker pretending to be that enterprise. In yet another aspect of the embodiments herein, the enterprise does not need to disclose to the called party any private secured information other than the caller ID in order to assure the caller that they are being contacted by the enterprise that the caller ID claims. This prevents leakage of information in case the mobile device is answered by a party other than the intended party, particularly for unexpected calls (where expected, e.g., requested calls, may give the called party further confidence that the enterprise is in fact who they claim to be, since the call may be in response to or at a requested time of a call-back.

According to the techniques herein, to verify a user, and thus to establish an “AVS-verified” user (i.e., verified according to the techniques herein), there are two primary use cases to follow below:

-   -   1. As illustrated in FIGS. 7-8 , a user calling through an         (embedded) AVS App, either a standalone verification app or an         app associated with a particular enterprise; or     -   2. As illustrated in FIGS. 9-10 , a user calling through a         mobile phone which has the AVS App installed.

FIG. 7 illustrates an example architecture 700 for user verification, particularly an inbound scenario where an “AVS user” 705 (a user with the AVS app) calls from the AVS app itself. In particular (and as denoted with corresponding step numbers in circles in the drawing):

-   -   1. A user 705 accesses the AVS app 525 on their mobile device         520 and is verified through authentication (i.e., is a verified         customer for this enterprise contact center). The authentication         may involve fingerprint, facial authentication, iris         recognition, password, challenge questions, or any other         authentication mechanism required by the AVS authentication.         Note that the authentication may specifically take place through         an API 725 with an MFA module 726. Note also that the user may         be calling by invoking phone communication module 727 via API         725 from an AVS generic application or from a specific         enterprise application (which embeds an AVS App), e.g., the         enterprise is a bank, and the user is calling from the bank's         own mobile application.     -   2. At this time:         -   a. the AVS app may alert the AVS Access Control Gateway             (ACG) 734, e.g., via the AVS server 510, about an incoming             contact from a verified user ID (e.g., in response to a             contact initiation by the verified user);         -   b. the verification of the authentication/MFA is sent to the             AVS server;         -   c. and then the user initiates contact via Web/SMS 660             (e.g., a specific address, which may be known publicly or             only via the app); or         -   d. else via PSTN 665 (e.g., a specific phone number, such as             “1-800-special #” as shown, which may be known publicly or             else only through the app—optionally using only an             internally known number as a number from which the ACD is             willing to accept verified contacts).     -   3. In response:         -   a. the AVS server 510 relays the notification to expect a             contact from an AVS verified user (including identification             such as caller ID, IP address, etc.) to the AVS access             control gateway (ACG) 734; which is then:         -   b. received over Web/SMS 660; or         -   c. received over PSTN 665.     -   4. Once the contact is received from the pre-verified user, the         AVS ACG 734 verifies that the contact is from the same user for         whom the notification has been received within a predetermined         time window, and determines that the contact was initiated by a         verified user. The AVS ACG then notifies the ACD 732 that the         incoming contact is from an authenticated/verified user.     -   5. ACD contact center 732 can then treat the user as an         authenticated contact (e.g., authenticated contact treatment at         agent 736, as opposed to unauthenticated contact treatment at         agent 738, which may be the same agent just with different         verification, or may be a different agent or routing for         unauthenticated users generally).

Note that transferring a call to an agent may have a message that carries relevant associated (e.g., minimal) data, such as an indication that the contact has been verified and authenticated, an Account Number, Name, MFA level, etc. According to the techniques herein, the message displayed to the agent contains no password, no date of birth (DOB), or any other sensitive information. Abstraction of the customer PII as relevant for the call (e.g., age group instead of DOB, VIP customer instead of account balance and transactions, etc.), may, however, be included, if such information is deemed relevant to the particular contact center.

Note further that for incoming calls, there are generally two options here: a.) the call center has a single incoming number, e.g., 1-800-num1 number, and all calls to the contact center are coming through that number and through the AVS ACG; b.) the call center has two numbers: one number, e.g., 1-800-num1, which is configured in the AVS client and is intended for use by AVS clients and another number, e.g., 1-800-num2, which is a public number for generic non-authenticated callers to the contact center. In this scenario, only those contacts that arrive at the first number, e.g., 1-800-num1, are processed by the flow described above (provided they were alerted by the AVS server). Contacts arriving at the second number, e.g., 1-800-num2, are marked as unverified, and are treated as contacts from un-authenticated callers.

In case an unauthenticated caller, e.g., a caller without an AVS client, gets hold of the first number, e.g., 1-800-num1, and uses it to contact the call center, the call is received at the AVS ACG. In response, the AVS ACG 734 starts a timer 712 to monitor a predetermined time window. Since the AVS server 510 does not get a notification from the AVS client 525 within a pre-configured time-window, the timer 712 in the AVS server expires signaling to the AVS ACG that the call is from an unauthenticated caller. The call is then transferred for treatment as an unverified caller. Also, if the contact is received at the first number, e.g., 1-800-num, the contact may be marked as a potential fraudulent contact.

Those skilled in the art should recognize that each time a call arrives at the AVS ACG, the AVS ACG sends a message to the AVS timer which starts the measurement of preconfigured time-window. If a notification arrives from the AVS client alerting of an incoming call from the same caller ID before the timer expires, the timer is reset and the AVS ACG is notified of the incoming call as being a qualified call from an authenticated caller. Similarly, if the notification from the AVS client arrives first, the notification sets the timer for the pre-configured timeout. If the call from a caller with the same caller ID arrives before the timer expires, the call is again qualified as arriving from an authenticated caller. Otherwise, if the timer expires, the call is qualified as coming from an unauthenticated caller and is marked as such when it is transferred to the ACD.

FIG. 8 illustrates an example flowchart detailing a procedure 800 from the point of view of the access control gateway (ACG) in FIG. 7 above. In particular, the procedure starts in step 805, then when the ACG receives an incoming contact in step 810, the ACG determines in step 815 whether it has received a “verified” notification (msgs) from the AVS server for the same caller ID, IP address, etc. If not, then in step 820 the caller is marked for an “unknown caller” treatment and is transferred as such to the ACD to be treated by the ACD agent as an unverified contact. Alternatively, if the ACG receives an indication that the AVS server verified that contact in step 815, then the caller is deemed to be known and verified, and is marked for being treated accordingly in step 825 resulting in a frictionless treatment by the ACD agent.

FIG. 9 illustrates the example architecture 900 for user verification, now where an AVS user 905 (a valid but yet to be authenticated customer for this enterprise), with the AVS app 525, calls the contact center directly from a mobile phone 520 (rather than from the AVS client 525). As shown:

-   -   1. A (yet-to-be-determined-as-verified) user 905 gets hold of         his/her mobile device 520.     -   2. The user connects (e.g., via Web/SMS 660, or PSTN 665) to the         contact center at enterprise 530 directly via the mobile phone         (e.g., using the dialer of the mobile phone and directly dialing         the call center number, e.g., 1-800-num1, or by texting/sending         SMS message to the same number).     -   3. As the contact arrives at the AVS ACG 734, it sends a message         to the AVS server 510 notifying it of the incoming contact. This         notification starts a timer 712 with a pre-configured duration         in the AVS Server.     -   4. The same (or a second dedicated message) triggers a txt or         SMS message from the AVS server 510 to mobile device 520 (of the         user which initiated the contact in bullet 2 above) requesting         authentication. In accordance with a specific example         embodiment, the AVS server and the AVS client maintain a         dedicated encrypted connection via which the message is         communicated. Notably, the message sent can also be a branded         notification message that is sent from the mobile AVS app 525         (e.g., where this type of message will be seen by the customer         as more likely being from the enterprise).     -   5. When the client 905 sees the indication he/she invokes the         AVS client 525 and authenticates himself using the AVS client         (note that the AVS application may be invoked by a bot 925 to         initiate MFA queries).     -   6. Upon verifying the authentication, the AVS client 525 replies         to the AVS server 510 that the caller 905 has been         authenticated.     -   7. Prior to the timer 712 expiring, the user verification is         sent to the AVS server.     -   8. In this case, the verification of the caller is sent to the         AVS ACG 734 and the timer is disarmed. Since the user is         verified, he/she is given authenticated contact treatment by the         contact center, accordingly. That is, once the contact is         received from the pre-verified user, the ACD contact center 732         can then treat the user as an authenticated contact. (Note again         that transferring the call to agent 736 may carry associated         data, e.g., Account #, Name, MFA level, as well as abstracted         PII information, but still no password, DOB, or other sensitive         info.)     -   9. However, if the notification from the AVS client does not         arrive before the timer 712 expires (or does not arrive at all),         the timer expires and a timer expiration notification is sent         accordingly to the AVS ACG 734.     -   10. Upon receiving the notification that the timer had expired,         the incoming contact is marked as a contact from an         unauthenticated user. The contact is transferred to the ACD and         is treated accordingly with a treatment reserved for         unauthenticated contacts (e.g., by agent 738).

FIG. 10 illustrates another example flowchart detailing a procedure 1000 now for FIG. 9 above. Here, the procedure starts in step 1005, and then when the ACG receives an incoming contact in step 1010, it determines whether it has previously received a verified acknowledgment message from the AVS server in step 1015 (e.g., if an installed AVS client is running and has verified the identity). If not, and if step 1020 determines that the AVS app is not installed on the mobile phone (e.g., at least for this user, or is not associated for this user with this enterprise), then the caller is treated as an unknown caller in step 1025. However, if the caller is verified by the AVS app in step 1015, then the caller is treated as a known and verified caller in step 1030.

In the event the caller is not verified first by the AVS server in step 1015, but the user does have the AVS client in step 1020, e.g., with the verification application on their mobile device (and the AVS client of the user is associated with the enterprise), then the AVS application may be invoked (e.g., to activate a non-running/non-open application), such as by a bot or by a message from the AVS server in step 1035 to initiate MFA queries in step 1040 (e.g., asking for a biometric proof of identity through the application). If at this point the MFA can verify the caller in step 1045, then the caller is marked as an authenticated caller and is given verified (authenticated) caller treatment in step 1050. On the other hand, if not, then the caller may be marked as a potential attack in step 1055 (i.e., has the AVS application, but cannot be verified by MFA 726).

FIG. 11 illustrates the architectural flow 1100 for such a non-verified user. As shown:

-   -   1. A (yet-to-be-determined-as-unverified) user 1105 gets hold of         a mobile device 520.     -   2. The user connects (e.g., via Web/SMS 660, or PSTN 665) to the         contact center 530 by using the dialer of the mobile phone         (phone module 727) and directly dialing the call center number,         e.g., 1-800-num1, or by texting/sending SMS message to the same         (or other corresponding) number.     -   3. As the contact arrives at the AVS ACG 734, it sends a message         to the AVS server 510 notifying it of the incoming call. This         notification starts a timer 712 with a pre-configured duration         in the AVS Server.     -   4. The same (or a second dedicated message) triggers a text or         SMS message from the AVS server to mobile device 520 (of the         user 1105 which initiated the contact in bullet 2 above)         requesting authentication.     -   5. Either because the user who initiated the contact does not         have an AVS client on his mobile device or because the user has         an AVS client but fails to authenticate himself as instructed, a         verifying message is not returned from the mobile device to the         AVS server.     -   6. Consequently, the timer expires before the user can be         verified, and a timer expiration notification is returned to the         AVS ACG 734. Note that the techniques herein may also detect the         level of threat or “attack”, e.g., via the spoofed caller ID or         otherwise, and may change a required level of authentication/MFA         based on that level of threat (e.g., requiring facial         identification, rather than merely a passcode). For example, if         the system detects that a caller presents a valid caller ID that         belongs to the enterprise's customer, e.g., a bank customer, but         failed to authenticate themselves, the system keeps track of         this event and marks it as an attempt to misuse the caller ID.         The system can then ask a caller with the same caller ID to         authenticate themselves with additional factors such as voice         recognition, facial recognition, etc.     -   7. Since the user is not verified, the contact is marked as         unauthenticated contact and the contact is routed for         unauthenticated treatment 738 by the contact center 732,         accordingly.

Similar to FIG. 10 , FIG. 12 illustrates an example flowchart for procedure 1200 adding the demonstration of the timeout for AVS not being installed on the mobile device, and for the potential attack level being incremented (e.g., per caller ID), as mentioned above. As illustrated and detailed below, when the timer in the AVS Server times out, the system concludes that the contact is from a user who has not been authenticated and as a result the contact is routed for treatment reserved for unknown/unauthenticated contacts.

Specifically, the procedure 1200 starts in step 1205, and then when the ACG receives an incoming contact in step 1210, it determines whether it has received a verified acknowledgment message from the AVS server in step 1215 (e.g., an AVS app is installed and has verified the identity). If not, and if the AVS app is not installed on the mobile phone (e.g., at least for this enterprise) in step 1220, then once the timer in the AVS Server times out in step 1222, the caller is treated as an unknown caller in step 1225. If the caller is verified by the AVS app in step 1215, then the caller is treated as a known and verified caller in step 1230. If the contact was directed at a dedicated number e.g., 1-800-Num1 which is reserved for calls/contacts from the AVS client the call attempt is identified as a potential security threat and is dealt with accordingly.

In the event the caller is not verified first by the AVS server in step 1215, but the user does have the AVS client in step 1220, e.g., with verification application on their mobile device, then the AVS application may be invoked (e.g., activating an otherwise un-opened/minimized/non-running application) by a bot or by a message from the AVS server in step 1235 to initiate MFA queries in step 1240 (e.g., an MFA IVR/agent asking for a proof of identity through the application). (In accordance with another example aspect of the techniques herein, the AVS client is always active on the mobile device and does not need to be explicitly invoked.) If at this point the MFA can verify the caller in step 1245, then the caller is marked as an authenticated caller and is given verified/known caller treatment in step 1250. On the other hand, if not, then the caller may be marked as a potential attack in step 1255 (i.e., has the AVS application, but cannot be verified by MFA). As noted, the techniques herein may mark attempts to misuse a caller ID and may increment a potential attack level (e.g., to cause the agent to be on higher alert, or requiring greater authentication or limited services) in step 1257.

FIG. 13 illustrates an example architecture view 1300 of the contact center 732 of the enterprise 530 making an outbound call to a user's phone number (or other contacting identification, such as for VoIP, video calls, text message, etc.). As shown:

-   -   1. The ACD contact center 732 initiates a contact to a customer         (“called user”) 1305 (e.g., based on a trigger, a queue, etc.).     -   2. The contact is extended by the AVS ACG 734 to the user (e.g.,         via web/SMS 660 or PSTN 665).     -   3. At substantially the same time, the enterprise also initiates         an outbound called party verification process through the AVS         server 510, as well as a process to reassure the called party         that the contact request is from a valid enterprise and not a         spoofed call.     -   4. An SMS message may be sent from the AVS server 510 to the         caller ID of the party (mobile device 520 of user 1305),         requesting authentication.     -   5. Alternatively, or in addition, if the AVS application 525 is         installed/running, a notification may be sent from the AVS         server directly to the AVS client app, requesting         authentication. In either case, whether the AVS client was         running on the mobile device or is invoked based on the request         from the AVS Server, the AVS client exchanges messages with the         AVS server, verifies that the contact was initiated by the         enterprise, e.g., the bank, and provides the called party with         assurance that the incoming contact is not from a hacker who         spoofed the caller ID of the enterprise, e.g., the bank.     -   6. The solicited verification may then be performed (successful         or not).     -   7. A timer 712 may have been set to allow a set amount of time         for a successful authentication to occur.     -   8. The determination as to whether to acknowledge the answering         party 1305 as the verified intended user (for authenticated         contact treatment 736) or an unverified (for unauthenticated         contact treatment 738) may then be returned from the AVS ACG 734         to the ACD contact center 732 and associated agent. In case the         timer 712 expires before a message is received from the AVS         client attesting that the intended caller has been         authenticated, the contact is marked as an unauthenticated user.

FIG. 14 illustrates an example flowchart detailing the outbound procedure 1400 described above in FIG. 13 . Specifically, once starting in step 1405, the ACD initiates contact via the AVS ACG (1, 2, and 3 above) in step 1410, and then the AVS server attempts to establish connection with the AVS app on the client (4 and 5 above) in step 1415. If the AVS app is running on the mobile device and the connection is established in step 1420, then MFA queries are made on the app in step 1425, and the user may be verified using the MFA module of the AVS client (6 above) in step 1430, resulting in a verified/known caller treatment in step 1435 (8 above). If the user is not verified by the MFA module of AVS client in step 1430, by an expired timeout (7 above) in step 1440, then the called party is marked as unverified in step 1445, and treated accordingly (8 above), despite the called device having the AVS app installed and running (e.g., someone else may have answered the call).

Conversely, if the AVS app is not running on the mobile device in step 1420, then it may be invoked (activated) via a bot and the AVS server in step 1450, and notifications (alerts) or SMS/text messages may be sent to have the user invoke the AVS app on the mobile device in step 1455. In accordance with another embodiment (not shown) the AVS client application always runs in the background. If the AVS app is determined to be running in step 1460 before a timeout in step 1465, then MFA queries may be made in step 1425 as mentioned above. However, if the AVS app fails to establish communication with the AVS server (e.g., it does not get started) in step 1460 before the expiration of the timer in step 1465, then the person answering the call is marked as unauthenticated in step 1470 and is treated as an unverified person (8 above), who notably may not have the AVS client installed or running.

For a better understanding of the techniques herein, FIGS. 15A-15I illustrate an example of illustrations related to a visual walkthrough of one or more embodiments herein from the perspective of a user's mobile application (e.g., for a bank) and of a contact center agent's application (e.g., desktop app). As mentioned above, the techniques herein establish a secure and private data channel between a user's mobile app and a contact center app, which provides authentication prior to connecting a call/communication channel (e.g., biometric-based authentication or otherwise), behavioral and historical call routing, and zero knowledge requests for information. In addition, the techniques herein improve outbound connect rates with branded messages and frictionless authentication. Moreover, authenticating the to-be-verified party (called party or calling party) without involving agent results in improved efficiency/productivity of the enterprise/call center.

As shown in FIG. 15A, an example call center application such as an agent desktop (view 1505) is shown illustrating various status information which is provided to the contact center agent about a given user, who at this point, remains un-contacted and un-verified. The call center agent could be manually examining a customer's information, or else an automated alert may have triggered a reason for connecting with a user, such as a suspected fraud confirmation, or any other reason. In another example, a queue of users/customers may need to be called (e.g., for larger lists of calls that need to be made, such as for marketing, account changes, product recall, medical alert, etc.), and in this instance the techniques herein may be integrated with contact center computer telephony integration (CTI) to recognize when a user's number is approaching the top of a list manager's call queue.

Either by manually pressing a notification button in the agent's app (e.g., the “notify fraud” button 1506 at the bottom of the app), or else through programmatic triggers, a customizable (e.g., branded) notification may be sent to a user's preferred device(s) (e.g., mobile device view 1510 with pop-up notification 1511) to alert them of an upcoming call.

When the user taps the notification, it may open the associated company app (e.g., bank app), which as shown in FIG. 15B (view 1515) may request authentication of the user (e.g., authenticating with facial recognition 1516, fingerprint, etc.). When the AVS app/client is invoked it connects with the AVS server and over a secured connection verifies that the contact is being initiated by the enterprise, e.g., by the bank. The called party is then notified that the incoming contact request is from a valid enterprise, e.g., the bank, and not from a hacker who attempts to spoof the caller id of the bank. Upon authentication, the user's application may then be opened (view 1520), and the user may be delivered to a notification center to see more details regarding this notification (e.g., and any other previous notifications), as shown in FIG. 15C (view 1525, notifications 1526). Now, the user has the opportunity to tap an option to “request a call about this” (1527), which invokes an authenticated contact treatment and ensures that the user will not be placed at the end of the queue for a generic agent who is unaware of any unique account needs, but rather an agent who is ready to discuss the particular notification and who knows that the user is already verified.

As shown in FIG. 15C view 1530, the user may be prompted (prompt 1531) to request to be called now, or a callback for later time (e.g., bringing up FIG. 15D, view 1535, for selecting a suitable date and time in window 1536). When requesting to be called now, since the user is already biometrically authenticated, the user can bypass any knowledge-based authentication (KB A) entirely when called by the contact center. Notably, when being called by the contact center, the contact center's caller ID will appear (FIG. 15D view 1540, ID 1541), and the call will be at the expected time (now or when requested). In some example embodiments, the display includes language mentioning to the called party that this call is in response to their request for a call, e.g., regarding the fraud notification (not shown).

On the agent desktop app (FIG. 15E, view 1545), it can now be seen that the caller status has changed to verified (status 1546), while on the mobile device (FIG. 15E, view 1550), a banner 1551 shows that the user is now on a verified phone call with a particular agent (e.g., name and ID number) and not on a call with a hacker spoofing the contact center of the enterprise.

Once a secure data channel is established between the agent and the called party, the agent has an alternative to asking the user to share sensitive details, such as by sending a request to verify proof of having a credit card (e.g., clicking “send request” on the agent app for credit card verification), without having to send the information to the agent. For instance, as shown in FIG. 15F (view 1555), after an agent, on their view 1560 of FIG. 15F, clicks “send request” 1561, the user is prompted to enter security code for the credit card in a pop-up banner 1556. Once entered correctly, then the agent desktop may pop up a notification 1562 as confirmation that this card has in fact been verified, without exposing that sensitive information to the agent.

In addition to the credit card, the agent can also ask for other information, such as social security number (SSN), password, re-authentication (e.g., facial recognition again, or another biometric verification), and so on, as shown in FIG. 15G (view 1565, drop-down box 1566). In each of these cases, the user may authenticate the information on their mobile app, without exposing the information to the agent.

Turning now to an example where the user does not originally accept (push, react to, etc.) the notification sent in FIG. 15A (view 1505) above (e.g., within the 15 minutes), as shown in FIG. 15G (view 1570), the agent may click a “call” button 1571 to directly call the user (shown in view 1570 as clicked and “calling”). The user then receives the call (e.g., from the verified caller ID 1576 of the bank, as shown in FIG. 15H, view 1575). It should be noted that because the AVS server connected with the AVS client on the user's mobile device, the display on the user's mobile device may be the AVS client rather than the simple user interface of the phone. Upon answering the call the user may be prompted to log into their mobile app (e.g., “If you would like faster and more personalized experience, please log into your bank app on your mobile phone to verify yourself”). If the user so chooses, then as shown in FIG. 15H (view 1580), he/she may be prompted to verify his or her identity with the AVS app (e.g., Face ID 1581), bringing the user to the app landing page as shown in FIG. 15I (view 1585) with the banner 1586 at the top reassuring the user that he is talking with the actual enterprise, e.g., the bank, and not with a hacker spoofing the bank. Similarly, the agent's desktop app also now indicating that the called party has been authenticated and verified, as shown in FIG. 15I (view 1590, status 1591).

Notably, in the event the user begins the process by calling the bank/company directly, such as by calling the number of the back of his/her credit card instead of using the mobile app, then the contact center may again prompt the user to log into his or her mobile app (e.g., either as a default, or else after the call center, e.g., using CTI or an integrated module, recognizes that this user had a mobile device with an AVS client and/or the phone number is associated with a valid account). If the user complies, then again this results in a verified user before a contact center agent is added to the call (i.e., authenticating via the mobile app without sharing private information with the agent, and all done “pre-answer”, i.e., before the agent was added to the call).

In one alternative or additional embodiment to the above description, a session may be initiated as described above, but now while the agent interacts with the verified customer, assume that the customer may request something that would prompt/require a higher level of security/verification. For instance, a first level of verification may allow for information sharing about account balances, while a second greater level of verification may be needed for withdrawals or transfers of a large amount of money, e.g., sums larger than $10,000. As a result, either based on agent trigger or based on heuristics that have to do with the forthcoming transaction (e.g., withdrawal of a large sum of money, or otherwise), the techniques herein may ask the user (caller) for yet another authentication factor/modality, e.g., facial recognition when the previous authentication was merely a passcode or fingerprint. Said differently, this embodiment allows the authentication mechanism to be dynamically tuned by the system to ask and convey stronger authentication based on dynamic needs of the communication interaction.

In particular, in certain embodiments herein, even though a user may already be authenticated and verified, the techniques herein may allow a verifying entity (e.g., the enterprise/call center/agent) to request an already verified user to provide additional information for additional security. For instance, this higher level of assurance/security (i.e., an “increased assurance of verification of the identity”) may be needed in various situations, such as, for example, when going from a conversation about an account to requesting a financial transaction, or when going from a level of assurance where transactions below $10,000 are acceptable based on the original authentication, but once a requested transaction is above $10,000, then a higher security standard may need to be met. Such verification levels (levels of assurance of verification of an identity) may be based on an additional security measure (e.g., asking for another security answer), or based on more stringent security measures (e.g., a facial recognition being more secure than a password), or based on a greater number of security measures (e.g., going from a password to a Social Security number and a mother's maiden name), or any combination thereof. Also, according to embodiments herein, the additional authentication may be requested automatically (i.e., requesting the increased assurance of verification of the identity occurs automatically in response to one or more triggers during the communication) by the enterprise or the call center, and does not need intervention by a person/user to trigger this increased assurance.

According to the techniques herein, therefore, with all contact scenarios above, the agent's desktop shows all of the rich information about the individual user that the agent is connected with (e.g., recent application views, recent contacts, recent notifications, etc.), and whether the user's identity has already been verified, such as according to the techniques described in greater detail above.

By establishing this secure private data channel between this specific user and specific security module in the AVS server and/or the AVS ACG, the techniques herein have unlocked access to a rich set of contextual historical and behavioral data that can be used to affect call routing logic and better inform this agent about a unique caller's background, needs, and current situation. Similarly, in an outbound scenario, by assuring the called user that the call is coming from a valid authenticated enterprise, such as a bank, a doctor's office, etc., the user is more inclined to accept the call resulting in higher call completion rate for the enterprise.

FIGS. 16A-22 illustrate example workflows between a user's end device (e.g., smartphone, tablet, etc.) and the contact center's application (e.g., agent desktop app).

As shown in FIGS. 16A-16D, a first example 1600 for pushing an outbound request for communication is shown (i.e., the contact center pushes a notification to the user). As shown, in anticipation of an upcoming call, the bank contact center's outbound contact list manager pushes a notification to the user to alert him/her about an upcoming call (view 1605, notification 1606). The user taps the notification, which launches the bank's app (view 1610), which triggers the native authentication protocol(s) 1611, e.g., FaceID (facial recognition) in this case. Once authenticated, the authentication notification is sent to the contact center via the AVS Server and the user lands on their primary home screen (view 1615), and the user sees his/her notification window (view 1620), which shows the most recent notification in a list of notifications 1621 that initiated this process.

The user taps “Request a call about this” alongside the notification, and then, as shown, the user makes the choice whether they'd like to receive a call now or schedule it for a later date and time (view 1625, pop-up 1626). If they choose “Schedule for later”, the example flow moves to view 1630, and the user can select from available (e.g., 15 minute) intervals (pop-up 1631). Shortly after (requesting a call “now” and bypassing view 1630), or at the scheduled date and time (set in view 1630), the user receives a call from the bank (complete with a matching caller ID) (view 1635, ID 1636), at which time the bank agent may say something like, “Hello Brett, this is John from the Bank. Thank you for requesting this call about recent transactions on your account. Your identity has already been verified through your mobile app, and if you look at your app, e.g., bank app or AVS app, you'll see you are now on a verified phone call.” In the app, the user can now see that they are now on a verified call (view 1640), as well as the name and ID of the particular agent from the bank (window 1641). Verified treatment may then proceed with the called user, accordingly.

FIGS. 17A-17B illustrate another example 1700 where the user ignores the initial notification. For instance, in anticipation of an upcoming call, the bank contact center's outbound contact list manager pushes a notification to the user to alert them about an upcoming call (view 1705, notification 1706), but in this example, the user does not take any action. At a later time, the user receives a phone call with the caller ID of the Bank (view 1710, ID 1711), at which time an agent or automated prompt may prompt the user to log into the app, such as by saying “Hello, this is the Bank. If you′d like, you can receive faster and more personalized service on this call by logging into or bringing up your bank mobile app to verify yourself.” The user opens their app and authenticates themselves (view 1715, FaceID 1716). Once their identity has been verified, the user may be instructed on the phone that an agent will be with them momentarily, and once an agent joins the call, the user and the bank's call center agent can again see that they are both now on a verified call (view 1720, agent ID window 1721). Here, verified treatment of the called user may again proceed.

FIGS. 18A-18D illustrate an outbound call being requested from the user in example 1800. For instance, as shown, the user opens their mobile app (view 1805), and authenticates himself/herself using his/her mobile AVS app or bank's app (view 1810, illustrative FaceID 1811). If the user taps the phone icon in the top left corner (view 1815, icon 1816), then once the notification screen pops up (view 1820, pop-up notifications 1821), the user may click “Request call about this” next to one of their notifications. As shown in view 1825, the user makes the choice whether they'd like to receive a call now or schedule it for a later date and time in selection window 1826. If they choose “Schedule for later”, they can select from available dates and times (view 1835, selectable options 1836). The user receives a call from the bank (complete with a matching caller ID) (view 1835, ID 1836), either “now” or at the scheduled time. The bank's agent can see that the user is verified and can see the particular notification the user had originally selected to discuss (not shown). Since the user's identity has already been verified by his/her mobile app, he/she can open his/her app to see that he/she is now on a verified phone call (view 1840, verification window 1841). Once again, the user can now be treated as verified during the call.

FIG. 19 illustrates an example 1900 for when a user calls the bank's phone number directly (e.g., a number on the back of a credit card). For example, the user may choose to call the phone number on the back of their credit card, and may then dial it on their mobile device/phone (view 1905). Once answered (e.g., agent or automated), then the user may be prompted to receive faster and more personalized service on this call by logging into (or bringing up) their bank's mobile app and verify themselves. Once the user opens their AVS app or bank's app and authenticates themselves (view 1910, authentication 1911). If their identity has been verified with the system, an agent or automated system can then treat the caller as verified. By opening the mobile app, the user can now see the indication that they are now on a verified call (view 1915, verification confirmation 1916).

FIGS. 20A-20B illustrate a further example 2000, where the user has opened their app, but has not yet logged in or alternatively been authenticated (i.e., an inbound call pre-login or authentication). In this example, as shown in view 2005, the user launches their mobile app and may have the option to perform various “unsecure” operations 2006 (such as finding local bank branches, reading informational articles, accessing frequently asked questions (FAQs), etc.). The user may, at some point of their navigation, tap a “Call” button 2007 on the screen. This may now trigger the app to authenticate the user if not already authenticated (view 2010, authentication 2011). In other words, when a user wants to use the app, he/she may first authenticate himself/herself before doing anything, including make a call, or else as in example 2000, a “call” button may be available during unsecure use of the app, and prior to authenticating and thus entering a secured session. Once authenticated, the user's phone dialer is opened with the Bank's number entered and ready to call (view 2015). An automated system or live agent may then engage the user as a verified user, e.g., “Hello Brett, this is John from the Bank. Your identity has already been verified through your mobile app, and if you open your app you'll see you are now on a verified phone call. How can I help you today?” The user can see that they are now on a verified call (view 2020, verification information 2021), and be treated accordingly.

FIGS. 21A-21B illustrate a further example 2100 where now the user has opened their app and has logged in (i.e., an inbound call post login). In particular, as shown in FIG. 21A, the user opens their mobile app (view 2105), and authenticates themselves to their mobile app (view 2110, authentication 2111). Now, while in secure view of the app (view 2115), the user has the option to tap a phone icon 2116 (e.g., as shown in the top left corner). As shown in FIG. 21B in view 2120, if the user selects this icon, a popup notification window 2121 may allow the user to click a “CALL” button 2122 at the top of their call/notification window. Note that other illustrative techniques for initiating a call from a mobile app will be appreciated by those skilled in the art, and those shown herein are merely examples. The user's phone dialer is then opened with the Bank's phone number entered and ready to call (view 2125), or optionally auto-dialing the number. Upon contact center answering of the call, the user's identify is already verified, and by opening the app, the user can see that they are now on a verified call (view 2130, verification 2131), and will be treated accordingly.

As still another example, FIG. 22 illustrates an example “zero knowledge” request and verification process 2200. For instance, assume that the contact center or the agent of the call center, presently on a verified phone call with a customer, sends a request to the user's device for the user to verify the last 4-digits of their social security number (view 2205, drop-down box 2206 selecting SSN for verification). Note that as shown in the caller status 2207, the user is already verified, and thus this may be an example of an additional level of verification (e.g., based on higher security needs before proceeding with a particular transaction or sharing certain information). In view 2210, the user receives the request (pop-up window 2211) and can choose to confirm the last 4 digits in their app rather than telling them to the agent. The agent cannot see any digits of the customer's SSN, but they receive a notification that the 4-digits that the customer entered have been verified by the bank's back-end system (view 2215, verification notification 2216). Note that the verification status 2207 may remain “verified”, or may indicate a certain level of verification (not shown).

Other example workflows may be presented, and those illustrated herein are not meant to be limiting to the scope of embodiments afforded by the techniques herein.

Notably, for one additional embodiment, it is important to point out that one of the reasons that companies ask for new identity information every time a call is transferred between applications or between agents is that the security teams are reluctant to allow identity data to be transferred via a CTI link, since they either don't understand, don't trust, or don't have the proper security. As such, in this particular embodiment, with reference to environment 2300 of FIG. 23 , an identity token 2310 may be created as soon as the customer 2305 is verified, rating the veracity of the customer verification (e.g., from fully trusted down to completely unverified), and moving the identity token around between apps and agents as the customer is moved around (e.g., from agent 2331 to agent 2332). As shown, the token is generated by the AVS client 525, but in other embodiments, the token may be established by any trusted authority receiving the verification (e.g., the AVS server 510 or enterprise 530). In accordance with yet another aspect of the embodiments herein, rather than passing the token 2310 between the different apps/agents, the AVS client application 525 on the mobile device may issue a new security token 2315 on demand in response to any authenticated application that requests it. This prevents a single token from being over-used and compromised (i.e., each verification token is “unexchangeable”). These embodiments would thus allow for greater acceptance of providing verified identity, while alleviating a lot of perceived customer friction such as customers being asked by each different application/agent on a single phone call to be authenticated.

Advantageously, the techniques described herein thus provide access control, assurance that the user is called by a valid enterprise rather by a hacker spoofing the ID of the enterprise, as well as user verification for a contact center. In particular, the techniques herein allow for both end-users (e.g., a customer and a company or any two end-users) to verify their identity to each other through frictionless user experiences with the stringent security required to prevent improper use or abuse of their data. Also, the techniques herein further provide consumers greater control over who has access to their secure information, such as by authenticating through an app without sharing secret information with the company or its representatives (e.g., completely removing the agent from the call authentication). The techniques herein also reduce average call handling time, which benefits the user's experience as well as the company's expenses (e.g., cost-per-minute, staffing needs, etc.). Moreover, the techniques herein increase self-service containment, as customers are not expected to enter pins, account numbers, or answer knowledge-based authentication questions. Additionally, by assuring that a call is arriving to a user from a verified enterprise, e.g., a bank, and not from an entity that spoofs the caller ID of the enterprise, the rate of call completion (answered/accepted calls) of outbound calls from the enterprise increases, resulting in higher call center productivity.

In addition, the solutions herein thus offer highly reliable pre-answer as well as post-answer authentication (e.g., adaptive authentication/MFA to prevent cross-channel fraud, including account takeover), that not only verifies users seamlessly, but also protects against internal attacks (avoiding the contact center agent from needing or seeing the customer's PII), and also avoids the AVS server from having knowledge of, or even access to, the connecting user's PII. For instance, while MFA is a known technique for verification, sending a user a text message or email to their device merely confirms the device, and not the particular user. Moreover, most MFA techniques require the user to convey the pin/code/answer to the operator at the other end of the call, which again may cause problems with regard to privacy if the operator is an unscrupulous party. On the contrary, the techniques herein use different channels (communication and verification channels), and maintain privacy of the various authentication factors used during the validation (in addition to the PII, and so on). Additionally, as the user changes the nature of the ongoing transaction, e.g., the amount of money to be transferred, the system may require a different level of authentication and consequently automatically invoke an additional MFA means. For example, the interaction may start with user authentication based on fingerprint. As the system detects that the amount of money the user attempts to transfer is greater than a specific threshold, e.g., $10,000, the system automatically and without intervention by a bank agent requests an additional authentication level by presenting the user with, for example, a facial recognition demand.

It is important to note that the techniques herein are not limited to inbound user-to-enterprise communications or outbound enterprise-to-user communications, but may be generally applicable to any user-to-user (person-to-person) communication or device-to-device communications where one device has an associated identity that needs to be verified to the other device (or user of the other device). That is, the identity of any entity (i.e., an identity of an entity associated with a particular device) may be verified herein, whether that entity is a person, a device itself, an enterprise, and so on. Moreover, while the description herein often refers to the example of a contact center (or call center) for an enterprise, the present disclosure also applies to any interaction with enterprises which either have or do not have a contact center. In addition, though mentioned above, it is worth pointing out that both sides of a communication may request verification of the other corresponding side, prior to or during the communication. For example, though the use-case above is generally directed to an enterprise (e.g., bank) requiring verification of the customer, the techniques herein also allow the customer to request/obtain verification of the enterprise's identity as well (e.g., confirming that the customer is, in fact, talking to an agent of his/her bank). Also, while the description herein often describes the request for authentication to be invoked by an agent, it should be understood that the request may be invoked either by a person using a device or automatically by a device based on a preprogramed or configured policy.

FIG. 24 illustrates an example simplified procedure for providing access control and identity verification for communications between an initiating device and a recipient device in accordance with one or more embodiments described herein. For example, a non-generic, specifically configured device (e.g., device 200, such as an AVS server 510) may perform procedure 2400 by executing stored instructions (e.g., process 248). The procedure 2400 may start at step 2405, and continues to step 2410, where, as described in greater detail above, a server (e.g., AVS server 510) receives, over a verification channel, a notification of a communication on a communication channel between a first device and a second device. In one example, the first device is an initiating device of the communication to the second device as a receiving device. In another example, the second device is an initiating device of the communication to the first device as the receiving device. Also, in one example, the notification is received from the second device, while in still another example, the notification is received from the first device.

In step 2415, the server may correspondingly determine whether an identity associated with the first device is verified. As described in detail above, this may involve such things as receiving a verification of the identity from a verification service client application (e.g., AVS app 525) on the first device over the verification channel, performing verification of the identity with the first device over the verification channel, invoking a verification service client application on the first device to obtain verification (such as initiating the verification service client application on the first device (e.g., a “pop up message), prompting the first device to install the verification service client application, and so on).

In step 2420, the server may then inform, to the second device over the verification channel, whether the identity associated with the first device is verified, such that the second device is caused to manage the communication according to whether the identity of the first device is verified, as described in greater detail herein. The simplified procedure 2400 may then end in step 2425.

Other procedures relative to providing access control and identity verification for communications, such as when receiving a communication from an entity to be verified, when initiating a communication from an entity to be verified, when initiating a communication to an entity to be verified, and when receiving a communication at an entity to be verified, are described in commonly owned, co-pending, U.S. patent application Ser. No. 16/861,663, filed on Apr. 29, 2020, entitled PROVIDING ACCESS CONTROL AND IDENTITY VERIFICATION FOR COMMUNICATIONS WHEN INITIATING A COMMUNICATION TO AN ENTITY TO BE VERIFIED, by Shaffer, et al., now published as US-2020-0259828-A1 on Aug. 13, 2020, the contents of which being incorporated herein by reference in its entirety.

Conveying a Reason for a Call (from a Call Center)

As noted above, one major problem faced by call centers today is that when a user receives a call through conventional systems, the user often does not answer their phone as they do not know with certainty who is calling, why they are calling, or the urgency of the call.

The techniques herein, therefore, provide a method for conveying to the called party the validated caller's identity (e.g., caller ID) and, specifically, the reason for the call and/or the urgency of the call. As described above, an example unified architecture may provide a solution to numerous issues faced by customers, and illustratively this same architecture may be used for the techniques herein. That is, unlike other systems where each new feature requires major changes in architecture, the unified architecture described above may further be adapted to provide the additional techniques herein as they relate to conveying a reason for a call. Note, of course, that a standalone or other dedicated system may be used herein, and the unified architecture described above is merely one example implementation.

FIG. 25 provides a simplified flow 2500 for conveying a reason for a call using the illustrative AVS architecture described above.

The process in FIG. 25 starts with the call center 732 identifying (either by an agent or automaticity based on a pre-programmed algorithm) a caller and a reason for placing the call (1). Similar to the process flow described above, a corresponding message arrives at the AVS access control gateway (ACG) 734. The AVS ACG 734 selects one of the free outbound lines (numbers) which are available for placing the outbound call and sends a message to the AVS server 510 (2) notifying it of the intended call including a) the called party number, b) the reason for the call, e.g., suspected transaction, change in privacy rules, etc., and c) the outbound number that the system intends to use (e.g., 1-800-555-5555). In accordance with a specific implementation, the messages (1) and (2) include also an indicator for the urgency of the call.

The AVS server 510 establishes a connection with the AVS App 525 running on the mobile device 520 of the called party (3). The connection may be, and often is, established using an encrypted security token that was shared between the mobile device 520 and the AVS server 510 during the time when the called user established an account on their mobile device with the institute, e.g., a bank, a government, etc. In accordance with a specific implementation the secured connection between the device 520 and the AVS server 510 in established and maintained continuously and not in response to the AVS needing to send a message to the device. The AVS server 510 sends over the secured connection a message to the AVS App 525 informing it that a call is about to arrive at the mobile device 520 from a specific caller ID for a specific call reason. In accordance with a specific implementation, the AVS Server 510 may also forwards to the device 520 an indicator about the urgency of the requested contact.

In accordance with one preferred embodiment, the message from the AVS Server 510 includes the number over which the institute intends to place the outbound call, e.g., 1-800-555-5555 (4). This number is used then by the AVS app 525 in the mobile device 520 to revalidate that the upcoming outbound call from the call center 732 to the mobile device 520 is actually coming from the validated institute.

Once the AVS App 525 receives the notification about the upcoming call, the reason for the call, and/or an indicator about the urgency associated with the contact request, the outbound ACD/dialer is notified (8) and a contact with the called party is initiated (9) either via a phone call or via a text (txt) message.

According to normal operational processing, when the mobile device/phone 520 receives an incoming call it is configured to compare the number of the incoming call against its internal directory. When the number exists in the directory, the phone is configured to display the caller's name associated with that number rather than (or in addition to) the phone number associated with the incoming call. However when the number of the incoming call is not found in the directory, the phone displays only the phone number of the incoming call. The techniques herein, however, modify this process flow. In accordance with one example embodiment, when the phone does not find the phone number of the incoming call (e.g., 1-800-555-5555) in the directory, it attempts to find it in the AVS App 525. In the case of a generic incoming call, the AVS App 525 does not have any information about that incoming call and as such the mobile phone displays the phone number of the incoming call. However, when the call arrives from the phone number that the AVS App 525 was pre-notified about, the AVS App 525 returns in the caller ID field the name of the calling institute augmented with the reason call, e.g., “K2Bank calling about suspected activity in your account”. In accordance with a specific implementation, the phone display provides also the urgency of the contact request. In accordance with yet another embodiment, the notification may include also an icon (generated by the AVS application, vouching that the contact request arrived from a validated identity.

In accordance with yet another preferred embodiment, the phone is configured to first check and to resolve the user ID of any incoming call with the AVS App 525. In accordance with this process flow chart, the AVS ACG 734 notifies the AVS App 525 of the incoming inbound call and the reason for the call. When a call arrives, the phone asks the AVS 510 whether it is aware of a call from the specific number of the incoming call.

If the incoming call is from any number other than the number of the institute, e.g., bank, etc., AVS App replies that it has no information about the number of the incoming call. The number of the incoming call is then used to query the directory of the mobile phone. The process flow proceeds like with existing phones: If the number is in the directory, the phone displays the user ID associated with the number, otherwise, the phone displays the number associated with the incoming call. However if the number of the incoming call matches the phone number that the AVS ACG provided, the AVS App returns the caller ID augmented with the reason code received from the AVS ACG via the AVS server, e.g., “K2Bank calling because of suspicious activity in your account.” Additionally, the AVS App may provide the user with an indication that the incoming number matches the number that the AVS server sent/alerted the mobile device about the incoming contact request. In either case the user may reject the incoming call, accept it, or alternatively the user interface may, and often does, present an option for scheduling the call for a future time.

Conveying a Reason for a Call (from a User)

Similarly, another major problem faced by users of call centers today is that when a user places a call through conventional systems, the call center requires the user to use an IVR or a Robotic Process Automation (RPA) with menus with which the user may be unfamiliar.

The techniques herein, therefore, provide a method for conveying to the call center or to another called party the validated caller's identity (e.g., caller ID) and, specifically, the reason for the call and/or the urgency of the call. As described above, an example unified architecture may provide a solution to numerous issues faced by customers, and illustratively this same architecture may be used for the techniques herein. That is, unlike other systems where each new feature requires major changes in architecture, the unified architecture described above may further be adapted to provide the additional techniques herein as they relate to conveying a reason for a call. Note, of course, that a standalone or other dedicated system may be used herein, and the unified architecture described above is merely one example implementation.

FIG. 26 provides a simplified flow 2600 for conveying a reason for a call using the illustrative AVS architecture described above.

The process in FIG. 26 starts with the user 2605 invoking the AVS application 525 and entering the called party number/ID as well as a reason for placing the call (1). In accordance with a specific implementation the user may enter the urgency of the call. In accordance with the one specific implementation, the reason for a call may be a command or instruction that is intended to invoke an action an automated or a manual action by the called target. Similar to the process flow described above, as the corresponding message arrives at the AVS server 510 (2), the server may request the AVS App 525 (3) to validate that the message arrived from an authorized user. The AVS application 525 may invoke the MFA 726 (4) to ensure that the user of the mobile device 520 is actually the one that has been previously authenticated by the system. The validation is then returned over the dialog connection (5). In accordance with a specific implementation, the MFA 726 is invoked by the AVS application 525 as part of the process of entering the reason for the call and/or the command/instruction to the called party. In some specific implementation the number that will be used by the caller is also conveyed to the AVS server 510.

The AVS server 510 conveys the information to the AVS GW 734 or alternatively to the ACD 732 (6).

In accordance with one specific embodiment the call center uses its RPA or any other means to assess the availability of an agent to address the incoming request and if the required resources are available, the ACD 732 instructs the ACG 734 to establishes a contact with the user (8), resulting in an outbound contact with the user (9).

Otherwise, if resources to handle the contact are not available in the contact center, the contact center may notify the user of the approximated wait time and place the call to the user as soon as resources become available.

Similarly, if the message from the user includes a command and/or instructions, after the AVS server 510 validates that the instructions were provided by an authorized and validated user, the AVS server 510 passes the command to the ACD 732, e.g., to another server or to another endpoint where an appropriate action is taken automatically. For example, the validated and authorized user may transfer a specific amount of money from his account to pay for a bill.

In closing, FIG. 27 illustrates an example simplified procedure for conveying a reason for a call to a user device in accordance with one or more embodiments described herein, particularly from the perspective of a call center (e.g., a device of an organization). For example, a non-generic, specifically configured device (e.g., device 200) may perform procedure 2700 by executing stored instructions (e.g., process 248). The procedure 2700 may start at step 2705, and continues to step 2710, where, as described in greater detail above, an initiating device of an organization (e.g., a call center, such as for a bank) identifies a user and a reason for a call to a recipient device of the user (e.g., with an inbound phone number). As mentioned above, the reason for the call may also include an urgency of the call. As also mentioned above, the user and the reason for the call may be identified manually by an agent or automatically based on a pre-programmed algorithm.

In step 2715, informing, by the initiating device, an intermediate service about the call to the recipient device and the reason for the call, wherein the intermediate service coordinates with an application on the recipient device to inform the recipient device of the call, an outbound phone number of the call, a name of the organization, and the reason for the call; and

In step 2720, the initiating device may then call the recipient device at the inbound phone number (e.g., a voice call or a text message), using the outbound phone number. As detailed above, the application on the recipient device has configured a caller identification process on the recipient device to display, in response to receiving the call from the outbound phone number, the name of the organization and the reason for the call, and does so accordingly.

Note, too that in one embodiment, the application may communicate a response to the initiated call to either call again later or to reschedule the call, at which time the initiating device may either call at that later time, or may re-initiate a call (e.g., sending the reason for the call again).

The simplified procedure 2700 may then end in step 2725. Other steps may also be included generally within procedure 2700. For example, such steps (or, more generally, such additions to steps already specifically illustrated above), may include: selecting the outbound phone number from a plurality of outbound phone numbers is based on availability of the outbound phone number and informing the intermediate service of the selected outbound phone number; and so on.

Additionally, FIG. 28 illustrates an example simplified procedure coordinating conveying a reason for a call to a user device in accordance with one or more embodiments described herein, particularly from the perspective of an intermediate service. For example, a non-generic, specifically configured device (e.g., device 200,) may perform procedure 2800 by executing stored instructions (e.g., process 248). The procedure 2800 may start at step 2805, and continues to step 2810, where, as described in greater detail above, an intermediate service device receives information about a call to be made from an initiating device to a recipient device of a user, the information including a reason for the call. In step 2815, the intermediate service device coordinates with an application on the recipient device to inform the recipient device of the call, an outbound phone number of the call, a name of an organization of the initiating device, and the reason for the call, where the application on the recipient device configures a caller identification process on the recipient device to display, in response to receiving a subsequent call from the outbound phone number, the name of the organization and the reason for the call.

In step 2820, the intermediate service device confirms with the initiating device that the recipient device has been informed of the call, where in response to the initiating device calling the recipient device using the outbound phone number, the caller identification process on the recipient device displays the name of the organization and the rea-son for the call.

The simplified procedure 2800 may then end in step 2825. Other steps may also be included generally within procedure 2800. For example, such steps (or, more generally, such additions to steps already specifically illustrated above), may include: including the urgency of the call within the reason for the call; and so on.

Additionally, FIG. 29 illustrates an example simplified procedure for receiving a reason for a call at a user device in accordance with one or more embodiments described herein, particularly from the perspective of a user device. For example, a non-generic, specifically configured device (e.g., device 200) may perform procedure 2900 by executing stored instructions (e.g., process 248). The procedure 2900 may start at step 2905, and continues to step 2910, where, as described in greater detail above, an application on a recipient device of a user receives information about a call to be made from an initiating device, the information having an outbound phone number of the call, a name of an organization of the initiating device, and a reason for the call. In step 2915, the application configures a caller identification process on the recipient device to display, in response to receiving a subsequent call from the outbound phone number, the name of the organization and the reason for the call. In step 2920, in response to the initiating device calling the recipient device using the outbound phone number, the caller identification process on the recipient device displays the name of the organization and the reason for the call.

The simplified procedure 2900 may then end in step 2925. Other steps may also be included generally within procedure 2800. For example, such steps (or, more generally, such additions to steps already specifically illustrated above), may include the reason further including an urgency of the call. Additional steps may include providing an icon to display by the caller identification process that indicates the call is validated as arriving from the organization, or presenting an option for rescheduling the call for a future time. In other steps, the call may either be a voice call or a text message, and so on.

Additionally, FIG. 30 illustrates an example simplified procedure for conveying a reason for a call from a user device in accordance with one or more embodiments described herein, particularly from the perspective of a user device. For example, a non-generic, specifically configured device (e.g., device 200) may perform procedure 3000 by executing stored instructions (e.g., process 248). The procedure 3000 may start at step 3005, and continues to step 3010, where, as described in greater detail above, a user device determines a second device (e.g., a call center recipient, such as one of a plurality of devices that could participate in the call) to participate in a call with a user of the user device and a reason for the call. In step 3015, the user device transmits a message to an intermediate service to inform the intermediate service about the second device, the user, and the reason for the call, where the intermediate service conveys the user and the reason for the call to the second device. In step 3020, the user device receives the call initiated by the second device, where the second device is aware of the user and the reason for the call prior to initiating the call.

The simplified procedure 3000 may then end in step 3025. Other steps may also be included generally within procedure 3000. For example, such steps (or, more generally, such additions to steps already specifically illustrated above), may include: conveying an urgency of the call within the reason for the call includes an urgency of the call (e.g., selected by the user based on the reason for the call, etc.); and so on.

Additionally, FIG. 31 illustrates an example simplified procedure for coordinating conveying a reason for a call from a user device in accordance with one or more embodiments described herein, particularly from the perspective of an intermediate service. For example, a non-generic, specifically configured device (e.g., device 200) may perform procedure 3100 by executing stored instructions (e.g., process 248). The procedure 3100 may start at step 3105, and continues to step 3110, where, as described in greater detail above, an intermediate service device receives a message from a user device, the message informative of a second device to participate in a call with a user of the user device and a reason for the call. In step 3115, the intermediate service device conveys the user device, the user, and the reason for the call to the second device, where the second device initiates the call to the user device and is aware of the user and the reason for the call prior to initiating the call.

The simplified procedure 3100 may then end in step 3120. Other steps may also be included generally within procedure 3100. For example, such steps (or, more generally, such additions to steps already specifically illustrated above), may include conveying an urgency of the call; and so on.

Lastly, FIG. 32 illustrates an example simplified procedure for receiving a reason for a call from a user device in accordance with one or more embodiments described herein, particularly from the perspective of call center. For example, a non-generic, specifically configured device (e.g., device 200) may perform procedure 3200 by executing stored instructions (e.g., process 248). The procedure 3200 may start at step 3205, and continues to step 3210, where, as described in greater detail above, a particular device (e.g., a call center device) receives an indication from an intermediate service that a user device requested that the particular device participate in a call with a user of the user device, the indication also including a reason for the call. In step 3215, the particular device determines when the particular device is able to initiate the call. In step 3220, in response to being able to initiate the call (e.g., determining an available device out of a plurality of devices at the call center), the particular device initiates the call to the user device, where the particular device is aware of the user and the reason for the call prior to initiating the call.

The simplified procedure 3200 may then end in step 3225. Other steps may also be included generally within procedure 3200. For example, such steps (or, more generally, such additions to steps already specifically illustrated above), may include: rescheduling the call, indicating a time of a future call in response the request, and so on.

It should be noted that while certain steps within procedures 2700-3200 may be optional as described above, the steps shown in FIGS. 27-32 are merely examples for illustration, and certain other steps may be included or excluded as desired. Further, while a particular order of the steps is shown, this ordering is merely illustrative, and any suitable arrangement of the steps may be utilized without departing from the scope of the embodiments herein. Moreover, while procedures 2700-3200 are described separately, certain steps from each procedure may be incorporated into each other procedure, and the procedures are not meant to be mutually exclusive.

Advantageously, the techniques described herein thus provide for conveying a reason for a call, such as for contact center. In particular, the techniques herein provide a frictionless user experience, making the user's experience as easy and convenient as possible, where the called party is not only assured that the caller ID is correct, but they are conveyed the reason for the incoming call, including the urgency of the call, and are provided with an easy mechanism for rescheduling the call for a different time.

Illustratively, the techniques described herein may be performed by hardware, software, and/or firmware, such as in accordance with a process, which may include computer executable instructions executed by a processor (of a particular correspondingly operative computing device) to perform functions relating to the techniques described herein, e.g., in conjunction with other devices which may have a correspondingly configured processes depending upon the functionality of the device, as described below (e.g., a user device, a storage server, a call center device, a controller device, an attestation service, and so on).

It should also be noted that the steps shown and described in the procedures above are merely examples for illustration, and certain other steps may be included or excluded as desired. For instance, other steps may also be included generally within procedures above as described herein. For example, such steps (whether additional steps or furtherance of steps already specifically illustrated above) may include such things as: how communications are managed based on verified/unverified identities, how verification occurs, various timers, procedures for increased identity verification requests, displaying verification/assurance levels, generating and passing verification tokens, and so on. Further, while a particular order of the steps is shown, this ordering is merely illustrative, and any suitable arrangement of the steps may be utilized without departing from the scope of the embodiments herein. Moreover, while procedures may be described separately, certain steps from each procedure may be incorporated into each other procedure, and the procedures are not meant to be mutually exclusive.

According to the embodiments herein, an illustrative method herein may comprise: identifying, by an initiating device of an organization, a user and a reason for a call to a recipient device of the user, the user device having an inbound phone number; informing, by the initiating device, an intermediate service about the call to the recipient device and the reason for the call, wherein the intermediate service coordinates with an application on the recipient device to inform the recipient device of the call, an outbound phone number of the call, a name of the organization, and the reason for the call; and calling, from the initiating device and using the outbound phone number, the recipient device at the inbound phone number, wherein the application on the recipient device has configured a caller identification process on the recipient device to display, in response to receiving the call from the outbound phone number, the name of the organization and the reason for the call.

In one embodiment, the reason for the call includes an urgency of the call.

In one embodiment, the reason for the call is selected from a group consisting of: potentially fraudulent transactions; a change in privacy rules; a special offer; a requested callback; a customer survey; and a response to an inquiry.

In one embodiment, the intermediate service coordinates with the application on the recipient device by establishing a connection utilizing an encrypted security token. In one embodiment, the encrypted security token was initially shared between the recipient device and the intermediate service when an account with the organization was established on the recipient device.

In one embodiment, the intermediate service coordinates with the application on the recipient device by utilizing a connection, secured by an encrypted security token, where the connection is established and maintained continuously.

In one embodiment, identifying the user and the reason for call is either performed manually by an agent or automatically based on a pre-programmed algorithm.

In one embodiment, selecting the outbound phone number from a plurality of outbound phone numbers is based on availability of the outbound phone number; wherein the method further comprises: informing the intermediate service of the selected outbound phone number.

In one embodiment, the call is either a voice call or a text message.

In one embodiment, the application communicates a response to the initiated call to either call again later or to reschedule the call.

According to the embodiments herein, an illustrative tangible, non-transitory, computer-readable medium herein may have computer-executable instructions stored thereon that, when executed by a processor on a computer, may cause the computer to perform a method comprising: identifying, as an initiating device of an organization, a user and a reason for a call to a recipient device of the user, the user device having an inbound phone number; informing, an intermediate service about the call to the recipient device and the reason for the call, wherein the intermediate service coordinates with an application on the recipient device to inform the recipient device of the call, an outbound phone number of the call, a name of the organization, and the reason for the call; and calling, using the outbound phone number, the recipient device at the inbound phone number, wherein the application on the recipient device has configured a caller identification process on the recipient device to display, in response to receiving the call from the outbound phone number, the name of the organization and the reason for the call.

Further, according to the embodiments herein an illustrative apparatus herein may comprise: one or more network interfaces to communicate with a network; a processor coupled to the network interfaces and configured to execute one or more processes; and a memory configured to store a process that is executable by the processor, the process, when executed, configured to: identify, as an initiating device of an organization, a user and a reason for a call to a recipient device of the user, the user device having an inbound phone number; inform an intermediate service about the call to the recipient device and the reason for the call, wherein the intermediate service coordinates with an application on the recipient device to inform the recipient device of the call, an outbound phone number of the call, a name of the organization, and the reason for the call; and call, using the outbound phone number, the recipient device at the inbound phone number, wherein the application on the recipient device has configured a caller identification process on the recipient device to display, in response to receiving the call from the outbound phone number, the name of the organization and the reason for the call.

According to the embodiments herein, another illustrative method herein may comprise: receiving, at an intermediate service device, information about a call to be made from an initiating device to a recipient device of a user, the information including a reason for the call; coordinating, by the intermediate service device, with an application on the recipient device to inform the recipient device of the call, an outbound phone number of the call, a name of an organization of the initiating device, and the reason for the call, wherein the application on the recipient device configures a caller identification process on the recipient device to display, in response to receiving a subsequent call from the outbound phone number, the name of the organization and the reason for the call; and confirming, by the intermediate service device with the initiating device, that the recipient device has been informed of the call, wherein, in response to the initiating device calling the recipient device using the outbound phone number, the caller identification process on the recipient device displays the name of the organization and the reason for the call.

In one embodiment, the reason for the call includes an urgency of the call.

In one embodiment, the reason for the call is selected from a group consisting of: potentially fraudulent transactions; a change in privacy rules; a special offer; a requested callback; a customer survey; and a response to an inquiry.

In one embodiment, the method further comprises: coordinating with the application on the recipient device by establishing a connection utilizing an encrypted security token. In one embodiment, the encrypted security token was initially shared between the recipient device and the intermediate service when an account with the organization was established on the recipient device.

In one embodiment, the method further comprises: coordinating with the application on the recipient device by utilizing a connection, secured by an encrypted security token, where the connection is established and maintained continuously.

In one embodiment, the method further comprises: including, within the message, the outbound number from which the initiating device is making the call, and further wherein the recipient device validates the call by ensuring the call is received from the outbound number.

In one embodiment, the initiating device selects the outbound phone number from a plurality of outbound phone numbers based on availability of the outbound phone number, the method further comprising: receiving the selected outbound phone number.

In one embodiment, the call is either a voice call or a text message.

In one embodiment, the intermediate service device is associated with the organization.

In one embodiment, the intermediate service device is associated with a third party service separate from the organization.

In one embodiment, the application is associated with the organization.

In one embodiment, the application is associated with the intermediate service device.

According to the embodiments herein, another illustrative tangible, non-transitory, computer-readable medium herein may have computer-executable instructions stored thereon that, when executed by a processor on a computer, may cause the computer to perform a method comprising: receiving, as an intermediate service, information about a call to be made from an initiating device to a recipient device of a user, the information including a reason for the call; coordinating with an application on the recipient device to inform the recipient device of the call, an outbound phone number of the call, a name of an organization of the initiating device, and the reason for the call, wherein the application on the recipient device configures a caller identification process on the recipient device to display, in response to receiving a subsequent call from the outbound phone number, the name of the organization and the reason for the call; and confirming, with the initiating device, that the recipient device has been informed of the call, wherein, in response to the initiating device calling the recipient device using the outbound phone number, the caller identification process on the recipient device displays the name of the organization and the reason for the call.

Further, according to the embodiments herein another illustrative apparatus herein may comprise: one or more network interfaces to communicate with a network; a processor coupled to the network interfaces and configured to execute one or more processes; and a memory configured to store an intermediate service process that is executable by the processor, the intermediate service process, when executed, configured to: receive information about a call to be made from an initiating device to a recipient device of a user, the information including a reason for the call; coordinate with an application on the recipient device to inform the recipient device of the call, an outbound phone number of the call, a name of an organization of the initiating device, and the reason for the call, wherein the application on the recipient device configures a caller identification process on the recipient device to display, in response to receiving a subsequent call from the outbound phone number, the name of the organization and the reason for the call; and confirm, with the initiating device, that the recipient device has been informed of the call, wherein, in response to the initiating device calling the recipient device using the outbound phone number, the caller identification process on the recipient device displays the name of the organization and the reason for the call.

According to the embodiments herein, another illustrative method herein may comprise: receiving, at an application on a recipient device of a user, information about a call to be made from an initiating device, the information having an outbound phone number of the call, a name of an organization of the initiating device, and a reason for the call; and configuring, by the application, a caller identification process on the recipient device to display, in response to receiving a subsequent call from the outbound phone number, the name of the organization and the reason for the call; wherein, in response to the initiating device calling the recipient device using the outbound phone number, the caller identification process on the recipient device displays the name of the organization and the reason for the call.

In one embodiment, the reason for the call includes an urgency of the call.

In one embodiment, the reason for the call is selected from a group consisting of: potentially fraudulent transactions; a change in privacy rules; a special offer; a requested callback; a customer survey; and a response to an inquiry.

In one embodiment, the method further comprises: providing an icon to display by the caller identification process that indicates the call is validated as arriving from the organization.

In one embodiment, the method further comprises: presenting an option for rescheduling the call for a future time.

In one embodiment, the caller identification process compares an incoming phone number to its directory and displays the name of the caller when the incoming phone number matches a record in the directory.

In one embodiment, the caller identification process compares an incoming phone number to its directory and determines the incoming phone number is not in the directory and subsequently queries the application for the identity associated with the incoming phone number.

In one embodiment, the caller identification process queries the application for the identity associated with every incoming call.

In one embodiment, the call is either a voice call or a text message.

According to the embodiments herein, another illustrative tangible, non-transitory, computer-readable medium herein may have computer-executable instructions stored thereon that, when executed by a processor on a computer, may cause the computer (an application on a recipient device of a user) to perform a method comprising: receiving information about a call to be made from an initiating device, the information having an outbound phone number of the call, a name of an organization of the initiating device, and a reason for the call; and configuring a caller identification process on the recipient device to display, in response to receiving a subsequent call from the outbound phone number, the name of the organization and the reason for the call; wherein, in response to the initiating device calling the recipient device using the outbound phone number, the caller identification process on the recipient device displays the name of the organization and the reason for the call.

Further, according to the embodiments herein another illustrative apparatus herein may comprise: one or more network interfaces to communicate with a network; a processor coupled to the network interfaces and configured to execute one or more processes; and a memory configured to store a caller identification process and an application that is executable by the processor, the application when executed configured to: receive information about a call to be made from an initiating device, the information having an outbound phone number of the call, a name of an organization of the initiating device, and a reason for the call; and configure the caller identification process to display, in response to receiving a subsequent call from the outbound phone number, the name of the organization and the reason for the call; wherein, in response to the initiating device calling the apparatus using the outbound phone number, the caller identification process displays the name of the organization and the reason for the call.

According to the embodiments herein, another illustrative method herein may comprise: determining, by a user device, a second device to participate in a call with a user of the user device and a reason for the call; transmitting, from the user device, a message to an intermediate service to inform the intermediate service about the second device, the user, and the reason for the call, wherein the intermediate service conveys the user and the reason for the call to the second device; receiving, at the user device, the call initiated by the second device, wherein the second device is aware of the user and the reason for the call prior to initiating the call.

In one embodiment, the second device is a call center further comprising a plurality of devices that could participate in the call.

In one embodiment, the reason for the call includes an urgency of the call. In one embodiment, the urgency of the call is selected by the user. In one embodiment, the urgency of the call is based on the reason for the call.

In one embodiment, the reason for the call is selected from a preset menu.

In one embodiment, the reason for the call is entered by the user.

In one embodiment, wherein the reason for the call is an instruction to the second device. In one embodiment, the method further comprises: receiving confirmation from the second device that the instruction was performed.

In one embodiment, the method further comprises: receiving a request from the intermediate service to validate that the message was initiated by the user; and responding to the request to validate that the message was initiated by the user.

In one embodiment, the method further comprises: completing a multi-factor authentication process to verify the user of the user device. In one embodiment, the multi-factor authentication process is performed during the determining the second device and the reason for the call.

In one embodiment, the message also informs the phone number of the user device.

In one embodiment, determining and transmitting are performed by an application on the user device. In one embodiment, the application is associated with either the intermediate service or the second device.

In one embodiment, the method further comprises: receiving, in response to second device requiring a delay before the call, a notification of an approximate wait time for the call prior to receiving the call.

According to the embodiments herein, another illustrative tangible, non-transitory, computer-readable medium herein may have computer-executable instructions stored thereon that, when executed by a processor on a computer (user device), may cause the computer (user device) to perform a method comprising: determining a second device to participate in a call with a user of the user device and a reason for the call; transmitting a message to an intermediate service to inform the intermediate service about the second device, the user, and the reason for the call, wherein the intermediate service conveys the user and the reason for the call to the second device; and receiving the call initiated by the second device, wherein the second device is aware of the user and the reason for the call prior to initiating the call.

Further, according to the embodiments herein another illustrative apparatus herein may comprise: one or more network interfaces to communicate with a network; a processor coupled to the network interfaces and configured to execute one or more processes; and a memory configured to store a process that is executable by the processor, the process, when executed on a user device, configured to: determine a second device to participate in a call with a user of the user device and a reason for the call; transmit a message to an intermediate service to inform the intermediate service about the second device, the user, and the reason for the call, wherein the intermediate service conveys the user and the reason for the call to the second device; receive the call initiated by the second device, wherein the second device is aware of the user and the reason for the call prior to initiating the call.

According to the embodiments herein, another illustrative method herein may comprise: receiving, at an intermediate service device, a message from a user device, the message informative of a second device to participate in a call with a user of the user device and a reason for the call; and conveying, from the intermediate service device, the user device, the user, and the reason for the call to the second device, wherein the second device initiates the call to the user device and is aware of the user and the reason for the call prior to initiating the call.

In one embodiment, the second device is a call center further comprising a plurality of devices that could participate in the call.

In one embodiment, the message is further informative of an urgency of the call.

In one embodiment, the method further comprises: determining an urgency of the call based on the reason for the call.

In one embodiment, the method further comprises: requesting that the user device validate that the message was initiated by an authorized user; and conveying a result to the second device as to whether the message was initiated by an authorized user.

In one embodiment, the method further comprises: completing a multi-factor authentication process with the user device to verify the user of the user device; and conveying a result of the multi-factor authentication process to the second device. In one embodiment, the multi-factor authentication process is performed prior to receiving the message.

In one embodiment, the message also informs of a phone number of the user device.

In one embodiment, the message is received from an application on the user device. In one embodiment, the application is associated with either the intermediate service device or the second device.

According to the embodiments herein, another illustrative tangible, non-transitory, computer-readable medium herein may have computer-executable instructions stored thereon that, when executed by a processor on a computer, may cause the computer to perform a method comprising: receiving, as an intermediate service, a message from a user device, the message informative of a second device to participate in a call with a user of the user device and a reason for the call; and conveying the user device, the user, and the reason for the call to the second device, wherein the second device initiates the call to the user device and is aware of the user and the reason for the call prior to initiating the call.

Further, according to the embodiments herein another illustrative apparatus herein may comprise: one or more network interfaces to communicate with a network; a processor coupled to the network interfaces and configured to execute one or more processes; and a memory configured to store an intermediate service process that is executable by the processor, the intermediate service process, when executed, configured to: receive a message from a user device, the message informative of a second device to participate in a call with a user of the user device and a reason for the call; and convey the user device, the user, and the reason for the call to the second device, wherein the second device initiates the call to the user device and is aware of the user and the reason for the call prior to initiating the call.

According to the embodiments herein, another illustrative method herein may comprise: receiving, by a particular device, an indication from an intermediate service that a user device requested that the particular device participate in a call with a user of the user device, the indication also including a reason for the call; determining, by the particular device, when the particular device is able to initiate the call; and initiating, by the particular device and in response to being able to initiate the call, the call to the user device, wherein the particular device is aware of the user and the reason for the call prior to initiating the call.

In one embodiment, the particular device is a part of a call center with a plurality of devices that could participate in the call, wherein determining when to initiate the call is based on determining an available device out of the plurality.

In one embodiment, the indication also indicates an urgency of the call. In one embodiment, the urgency is either user selected or determined by the intermediate service.

In one embodiment, the method further comprises: determining an urgency of the call based on the reason for the call.

In one embodiment, determining when the particular device is able to initiate the call based on one or more of the following: i. the reason for the call; ii. an urgency of the call; iii. an availability of an agent associated with the particular device; or iv. an availability of the particular device from among a plurality of devices of a call center.

In one embodiment, the reason for the call is selected from a preset menu associated with the particular device.

In one embodiment, the reason for the call is entered by the user.

In one embodiment, the reason for the call is an instruction to the particular device. In one embodiment, the method further comprises: performing the instruction. In one embodiment, the method further comprises: instructing a third device to perform the instruction. In one embodiment, the method further comprises: sending a confirmation to the user device that the instruction was performed.

In one embodiment, the method further comprises: receiving confirmation from the intermediate service that a request for the call was initiated by an authorized user.

In one embodiment, the method further comprises: receiving confirmation from the intermediate service that the user device completed a multi-factor authentication process to verify the user of the user device.

In one embodiment, the indication also informs of a phone number of the user device, initiating the call to the particular device.

In one embodiment, the user device requested that the particular device participate in the call with the user of the user device via an application on the user device. In one embodiment, the application is associated with either the intermediate service or the particular device.

In one embodiment, the method further comprises: determining an approximate wait time until being able to initiate the call; and sending a notification to the user device of the approximate wait time prior to initiating the call.

According to the embodiments herein, another illustrative tangible, non-transitory, computer-readable medium herein may have computer-executable instructions stored thereon that, when executed by a processor on a computer of a particular device, may cause the computer to perform a method comprising: receiving an indication from an intermediate service that a user device requested that the particular device participate in a call with a user of the user device, the indication also including a reason for the call; determining when the particular device is able to initiate the call; and initiating, by the particular device and in response to being able to initiate the call, the call to the user device, wherein the particular device is aware of the user and the reason for the call prior to initiating the call.

Further, according to the embodiments herein another illustrative apparatus herein may comprise: one or more network interfaces to communicate with a network; a processor coupled to the network interfaces and configured to execute one or more processes; and a memory configured to store a process that is executable by the processor, the process, when executed, configured to: receive an indication from an intermediate service that a user device requested that the process participate in a call with a user of the user device, the indication also including a reason for the call; determine when the process is able to initiate the call; and initiate, in response to being able to initiate the call, the call to the user device, wherein the process is aware of the user and the reason for the call prior to initiating the call.

While there have been shown and described illustrative embodiments, it is to be understood that various other adaptations and modifications may be made within the scope of the embodiments herein. For example, though the disclosure was often described with respect to enterprise, or more specifically, banking, examples, those skilled in the art should understand that this was done only for illustrative purpose and without limitations, and the techniques herein may be used for any secure communication environment between any two end-users/systems. Furthermore, while the embodiments may have been demonstrated with respect to certain communication environments, physical environments, or device form factors, other configurations may be conceived by those skilled in the art that would remain within the contemplated subject matter of the description above. For example, various components and modules may be distributed in manners not specifically described or illustrated herein, but that provide functionally similar results (e.g., the timer which was described as part of the AVS Server may in fact be placed, in one embodiment, in the AVS ACG, and so on). Also, while the terms “inbound” and “outbound” may have been used herein with regard to perspectives from the point of view of a call center/enterprise, the techniques herein are not so limited, and may generally refer to “inbound” communication as communication received at a receiving device, and “outbound” communication as communication initiated by an initiating device, each regardless of whether the initiating device or the receiving device is the device that needs to have an associated identity verified by the respective other device.

Additionally, while the description above was provided with respect to a phone call, those skilled in the art should be able to recognize that the same process is equally applicable for any other forms of communications, such as, e.g., texting, video calls, etc.

Moreover, while the techniques have been described above in terms of one-to-one communication, the present disclosure may be applicable to one-to-many or many-to-one communications, such as conference calls, web conferences, and so on. For example, a presenter of a one-to-many conference with a plurality of end users may wish to convey a reason for the call/conference. Example scenarios may include board meetings, shareholder meetings, business meetings, school meetings, and so on.

Further, while certain authentication factors and/or verification response inputs have been noted above, other factors/inputs may be used in accordance with the techniques herein that are not specifically mentioned. Similarly, while certain actions have been listed with regard to managing a communication based on whether the entity to be verified is, in fact, verified or unverified, other managing actions may be taken with the scope of the present disclosure, and those specifically mentioned are non-limiting examples.

The foregoing description has been directed to specific embodiments. It will be apparent, however, that other variations and modifications may be made to the described embodiments, with the attainment of some or all of their advantages. For instance, it is expressly contemplated that certain components and/or elements described herein can be implemented as software being stored on a tangible (non-transitory) computer-readable medium (e.g., disks/CDs/RAM/EEPROM/etc.) having program instructions executing on a computer, hardware, firmware, or a combination thereof. Accordingly this description is to be taken only by way of example and not to otherwise limit the scope of the embodiments herein. Therefore, it is the object of the appended claims to cover all such variations and modifications as come within the true intent and scope of the embodiments herein. 

What is claimed is:
 1. A method, comprising: receiving, at an intermediate service device, a message from a user device, the message informative of a second device to participate in a call with a user of the user device and a reason for the call; and conveying, from the intermediate service device, the user device, the user, and the reason for the call to the second device, wherein the second device initiates the call to the user device and is aware of the user and the reason for the call prior to initiating the call.
 2. The method of claim 1, wherein the second device is a call center further comprising a plurality of devices that could participate in the call.
 3. The method of claim 1, wherein the message is further informative of an urgency of the call.
 4. The method of claim 1, further comprising: determining an urgency of the call based on the reason for the call.
 5. The method of claim 1, further comprising: requesting that the user device validate that the message was initiated by an authorized user; and conveying a result to the second device as to whether the message was initiated by an authorized user.
 6. The method of claim 1, further comprising: completing a multi-factor authentication process with the user device to verify the user of the user device; and conveying a result of the multi-factor authentication process to the second device.
 7. The method of claim 6, wherein the multi-factor authentication process is performed prior to receiving the message.
 8. The method of claim 1, wherein the message also informs of a phone number of the user device.
 9. The method of claim 1, wherein the message is received from an application on the user device.
 10. The method of claim 9, wherein the application is associated with either the intermediate service device or the second device.
 11. A tangible, non-transitory, computer-readable medium having computer-executable instructions stored thereon that, when executed by a processor on a computer, cause the computer to perform a process comprising: receiving, as an intermediate service, a message from a user device, the message informative of a second device to participate in a call with a user of the user device and a reason for the call; and conveying the user device, the user, and the reason for the call to the second device, wherein the second device initiates the call to the user device and is aware of the user and the reason for the call prior to initiating the call.
 12. The tangible, non-transitory, computer-readable medium of claim 11, wherein the second device is a call center further comprising a plurality of devices that could participate in the call.
 13. The tangible, non-transitory, computer-readable medium of claim 11, wherein the message is further informative of an urgency of the call.
 14. The tangible, non-transitory, computer-readable medium of claim 11, wherein the process further comprises: requesting that the user device validate that the message was initiated by an authorized user; and conveying a result to the second device as to whether the message was initiated by an authorized user.
 15. The tangible, non-transitory, computer-readable medium of claim 11, wherein the process further comprises: completing a multi-factor authentication process with the user device to verify the user of the user device; and conveying a result of the multi-factor authentication process to the second device.
 16. The tangible, non-transitory, computer-readable medium of claim 11, wherein the message is received from an application on the user device.
 17. An apparatus, comprising: one or more network interfaces; a processor coupled to the one or more network interfaces and configured to execute one or more processes; and a memory configured to store an intermediate service process that is executable by the processor, the intermediate service process when executed configured to: receive a message from a user device, the message informative of a second device to participate in a call with a user of the user device and a reason for the call; and convey the user device, the user, and the reason for the call to the second device, wherein the second device initiates the call to the user device and is aware of the user and the reason for the call prior to initiating the call.
 18. The apparatus of claim 17, wherein the message is further informative of an urgency of the call.
 19. The apparatus of claim 17, wherein the intermediate service process is further configured to: request that the user device validate that the message was initiated by an authorized user; and convey a result to the second device as to whether the message was initiated by an authorized user.
 20. The apparatus of claim 17, wherein the intermediate service process is further configured to: complete a multi-factor authentication process with the user device to verify the user of the user device; and convey a result of the multi-factor authentication process to the second device. 